money transfer procedure manual -...

Updated as on 01/11/2014

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MONEY TRANSFER

PROCEDURE MANUAL


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INDEX:-

1. OUT WARD REMITTANCE OR WIREMONEY – Purpose and procedure. 2. INWARD REMITTANCE- Product details, operations and central office entry.

a )Xpress Money b) Instant Cash c) Moneygram d) Transfast Money transfer e) Royal Money Transfer f) Ez Remit g) Western Union Money Transfer.

3. INTERNAL REMITTANCE/TRANSCASH/QUICK CASH 4. Domestic Money Transfer 5. Money Transfer site (money.muthootgroup.com) – Details of Money transfer products. 6. Customer Service Procedures. 7. Account Details 8. To increase Money transfer business. 9. Money Transfer Tools for new opening branches 10. RBI guidelines 11. NRI Data Collection 12. HAPPY DAY GIFT. 13. MONEY TRANSFER SERVICE AFTER 5.30 P.M 14. Money Transfer Register. 15. Central Office clarification.


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1) Out Ward Remittance / Wire Money

``````````````````````````````````````````````````````````````````````````````````````````````````````````````````````````` Out ward remittance/Wire Money is the facility which enables the remitter to send funds from India to abroad and it is credited to beneficiary’s bank account within 48 working hours. Please contact the following numbers before processing outward remittance PH: 9961476478, 0484 3302555, 93873 29878 Mail id: [email protected]

We Can Send Money for the Following Purpose

1. Family Maintenance

We can send the money to close relatives. Example: The following transfer is not possible Ramakrishna (Hindu name) can’t send the money to John Mathew (Christian name)

2. Migration Produce some documents as proof (i.e. Visa)/Intimation letter 3 Education Fees or Application Fees Documents needed like brochure or letter for the

requirement of fees/ Intimation letter.

4. Medical Expense

5. Travel and Visa Purpose 6. Business Purpose 7. Film Shooting Expense

SIMPLE PROCESS FOR SENDING MONEY FROM INDIA TO ABROAD

FAMILY MAINTENCE

UNIVERSITY PAYMENT

Sender and Receiver must be Indian and Individual

Sender can send money to their beneficiary’s /Institution bank account

Both Sender and Receiver should have SB Bank account.(Money can be sent from Sender’s bank account to Receiver’s bank account)

Money can be sent from sender’s bank account to Institution’s bank account

mailto:[email protected]


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Sender and Receiver should be of same religion

NA

It is mandatory that both sender and receiver are above 18 years. The passport number and contact number of the beneficiary should be collected.

NA

The limitation of sending Wire money is 1 lakh US Dollar in a financial year

The limitation of sending Wire money is 1 lakh US Dollar in a financial year

Need the copy of sender’s photo Address ID proof .

Need the copy of sender’s photo Address ID proof.

Filled up A2 form duly filled and signed by the customer.

Filled up A2 form duly filled and signed by the customer.

Transfer the money to the account as per the details provided by Money Transfer Division.

Transfer the money to the specified Bank Account given by Money Transfer Division.

Filled up A2 form, copy of sender’s ID proof, and checklist need to be sent to [email protected]

Scanned copies of A2 form and sender’s ID proof should be sent mail to [email protected]

Hard copies should be couriered to Money Transfer Division.

Hard copies should be couriered to Money Transfer Division

Limitations of Amount: Maximum amount 1lac US dollar = Indian Rupee (approx. 55lakhs.) Service charges will vary as per the sending amount. So you are required to contact MT Division for the same.

1) NEFT Online money transfer- Maximum amount 2lac (Including service charge), Account details will be provided by MT Division. And the transaction will be routed after 5hrs or next day.

2) RTGS Online money transfer 2lacs to 55lac (Including service charge), A/c details will be provided. RTGS/NEFT facility from their bank account directly to the account details

provided

More details in this regards, please call Money Transfer Division, Head Office. Special discount in fees offered.

Do not process any Wiremoney without consulting Money transfer Division.

In case of any wiremoney enquiry in your branch, please send a mail to [email protected], specifying your branch name and any of the



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staff mobile number. Immediately one of the executive from MT Division will contact your branch.

Tips for Doing RTGS It is better to collect a cheque from the customer rather than sending the customer alone to the branch, because there is a chance to lose your business. In the cheque you can write the amount to be sent (along with the service charge) and you can write the following.

Amount should be inclusive of service charge as specified by MT Division An authorization letter has to be sent from HO and it should be signed by the customer. The account and NEFT details will be sent to your branch while you do wiremoney / outward remittance.

? QUESTIONAIRE OF WIREMONEY

Who will be the sender? Sender and Receiver should be an Indian Citizen (above 18yrs) with a Bank Account and

a valid photo id proof holder. Sender and receiver/beneficiary should be of some relation if the purpose is family

maintenance. For Example: Mr. Ramakrishnan cannot send money to Mr. Joseph. Sender and receiver should be a different person Sender and receiver should be same religion.

What all documents required from a sender? 1. Filled A2 form need to be signed by the customer. 2. Valid photo copy of the sender. 3. Cash transfer details(Intimation letter if the purpose is other than a family maintenance

and customer declaration if the sending amount is above 2lac.)

What all purpose can be sent?

1. Family Maintenance: - Sender and Receiver/Beneficiary need to be related and money can be sent only to Receiver’s Individual bank account.

2. Educational purpose: - Sender can be an individual and Money will be credited to the

bank account of the institution. Intimation letter needs to be collected from the institution for mentioning the purpose of transfer (Institution’s prospectus, Fees /Hostel fee/Exam fees details)

3. Business Visit: - Money will be credited to the bank account of the tour

coordinator/event management/hotel/visa processing authority/exhibition committee/travel Company.


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4. Intimation letter or travel expense estimate from the beneficiary need to be collected

5. Travel Related: -Money will be credited to the bank account of Tour coordinator/Visa

processing authority/Travel company Intimation letter or travel expense estimate for the beneficiary need to be collected

6. Migration: - Money will be credited to the bank account of Migration

authority/Migration processing Company. Intimation letter or travel expense estimate for the beneficiary need to be collected

7. Medical Expense: - Money will be credited to the hospital’s bank account. Intimation

letter/ Treatment/surgery booked details.

8. Film shooting: -Money will be credited to the bank account of Event coordination/Tour coordinator/Visa processing authority/Travel Company Intimation letter or travel expense estimate for the beneficiary need to be collected.

9. Salary crediting: - If the employee has been appointed for some foreign assignment and

salary need to credit any foreign organization. Employer details, appointment letter and contract letter from the company.

What all details need to be filled in a2 form? Sender’s Detail

Name and address of the sender Valid ID – (Voters ID, Passport, Driving License, Pan Card with address proof) are

acceptable. ID should be self attested, Branch seal, canvased staff name, designation and signature.

Amount in Indian Rupees Payment details

Beneficiary Details

Name and Address of the Beneficiary ( person abroad who needs to get money) Bank Account Number Name and address of the Bank SWIFT/SORT/TRANSIT/BSB CODE Passport No Contact No

What all measures need to be taken by branches for the processing?

a) A2 form soft copy send to [email protected] after verifying the application MT division will give the confirmation letter.



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b) Signed A2 form, Valid photo copy, Payment collected details and MT division requested details as per the purpose need to courier to MT division

c) There is no central office entry for outward remittance.

d) Contact Money Transfer Division for outward remittance exchange rates.

e) Maximum amount can send in a financial year is 1lac US dollar equal Indian Rupee.

Acknowledgment receipt will be received from Money transfer division on the next working day on request and please deliver to customer if required.

Credit Details: Within 48 working hours like the following details

Monday – Wednesday Tuesday—Thursday Wednesday—Friday Thursday—Tuesday (Saturdays and Sundays are international holiday) Friday—Tuesday or Wednesday Saturday—Wednesday

(It may differ depends the banking delay and the regional holidays)

Branch benefit? 20% of the company revenue will give as incentive to branches.

2.INWARD REMITTANCE

It has been noticed that many of the branches are using the older version of Money Transfer Recieve Now form. All branches are requested to use the new common Receive Now Form from here onwards. It is available in the site money.muthnet.com or www.muthootmoneytransfer.com The option for accessing the Receive Form in Muthoot Money transfer site is as follows.

http://www.muthootmoneytransfer.com/


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PLEASE NOTE:- For Western Union Money Transfer, you need to use the TRM form itself; not this form Utilities ---> List File--->File category---> Receive Forms

XPRESS MONEY (Tie up with Muthoot forex)

Anywhere Payout Category (Can Block All the Transactions from Other Agencies) Web site address of Xpressmoney

https://xpressmoney.biz/pages/en/X2AFrame.htm

Agent Code - (IN CAPITAL LETTERS) User id (Small Letters) Password Pin

SL NO. SENDING AGENT NAME CUSTOMER PIN NO.

1 16 digits

https://xpressmoney.biz/pages/en/X2AFrame.htm


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To Block the Transaction

Enter agent code, userid,password & pin

Click on activities Click on receive now


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Enter 16 digit Xpin transaction no > Click on submit


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Check name, amount & other details > Select given id proof from the list & enter id proof number then select issue date and expiry date >

Click on submit Click on confirm


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Take the Printout

To Get the Confirmation- Is It Blocked or Not

Click on Report Select XMR activity in payout CCY-details Type which Date you want to search and see the print preview


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REPRINT


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Utilities

Change password: to change the password. Don’t change the password without written permission from MT Division

Menu Customization: To Customize The Menu And Order XM User Access: To Know The Id Details Receive Now Enquiry: To Know Where The Transaction Blocked. Complaint: To Know The Complaint. XM Activity As of now: To Know Which Agent Has Blocked

Most Important Type your password properly otherwise you can see a message like “User authentication

failed” Any transaction has been blocked at the sending centre, can see a message like

“Transaction has been suspended”,. Please contact MT division if any problems occurred like this and send a mail to

[email protected] along with a cc to [email protected] When you are originating any transaction correctly select the Type of Transaction

correctly in Cash Book. Please do not change HEAD or TYPE. It’s very important.

XPRESS MONEY TECHNICAL ERROR’S AND SOLUTIONS

S.NO Code Error Note

1 SOLUTION

1 Could not get xpin

'0' DBerr client have to Contact sending side and correct from there end

2

Given transaction

has been

suspended, contact

xpress money call

center

client have to Contact sending side and correct from there end

3

This transaction not

yet

authorized,contact

xpress money call

centre


mailto:mtsupport@muthnet



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4

Given transaction

has been

quarantined,contact

xpress money call

centre


XPRESS MONEY TOLL FREE NUMBER 18004259585

INSTANT CASH

---------------------------------------------------------------------------------------------------------------------

Tie up with Wall Street finance limited,

--------------------------------------------------------------------------------------------------------------------- Web Site Address https://www.wallstreet-corp.ae/ic/login.htm Enter user name: xxxxxxxxx Enter user password: xxxxxxxx Password 1,2 (IN CAPITAL LETTERS) Stationery : Instant Cash money transfer form


1 9 digits starting with "10" followed by 7 digits

To Take the Outstanding List of Customers

Login Using Your User Id And Password.( 1st Password) In The Next Page, Click On The Option "Receive Now". Receiver Name, Contact No., ICTC No. And Amount Will Be Displayed

RECEIVE: To See The Out Standing And Blocking.



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Below The "Receive Now" Option, Click on "View ICTC / Order no". Type The ICTC No, And then Click On "View Transaction".


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Receiver Details, Sender Details, Amount Etc Will Be Displayed.

You have to type some details below, Type adress; select state, enter date of birth and relation with senter etc Payment Mode - Two Options - By Cash or By Cheque - If the Amount Is Till Rs. 50,000 Select "By Cash". If It Is Above 50,000 (From 50,001) Onwards, "By Cheque". Cash Amount - Type The Amount (For If Its Is 2000, Just Type 2000 (Don’t Type "Rs")


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In The Identification Column, First Select The ID Of The Customer, Then Type The Id Correspondingly. (For E.g., If The Customer Has Come With An "Electoral Card". Select "Voters Card" And Type "Voters Card", Correspondingly.) (Don’t type M I C card no). Also type the ID number correctly. In The Last Option, (Enter Password 2) Type Your Second Password and Click On Precede Button.


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The Transaction Will Be Blocked And You Will Get The Payment Bill.

By Any Chance You Miss The Payment Bill Or The Print Out Of The Blocked Transaction, And then Click On The Option "Duplicate Rec. Bill", Below The “Receive Now" Option.


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To Know the Transaction Received Branch

Take the Home page and click view ICTC.

Enter ICTC Number, view transaction and follow blocking procedures. In this option

branch can block the other branches transaction or other counters transaction if it’s needed.

DUP RECV BILL: To Take The Confirmation If The Transaction Is Blocked. You can get the

duplicate blocked sheet. PASSWORD: To Change The Password. Don’t Change The Password With Out Written

Permission From Mt Division.

REPORT

A) REMITTANCE PAID:- Will get the transaction blocked detail

B) REMITTANCE PAID DETAIL:- To get the blocked details

C) RBI WARNING:- To know about warning BRANCH DETAIL: - To know the total amount paid by the branch in a particular period.


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INSTANT CASH TECHNICAL ERROR’S AND SOLUTIONS S.NO Code Error Note 1 SOLUTION

1 INVALID ICTC NUMBER CHECK IN VIEW ICTC NUMBER

2 BLOCKED BY SCHEDULER CONTACT SENDING SIDE

3 NUMBER MATCHES IN OFAC CONTACT SENDING SIDE

4 ICTC NUMBER BLOCKED CONTACT SENDING SIDE

MONEYGRAM (Tie up with Thomas cook)

--------------------------------------------------------------------------------------------------------------------- Required Details Connection: broad band. Delta work program (Money gram Program) to install delta work program contact Regional System Administrator or Money Transfer Division. Moneygram is not an agent specific product, like Xpress money so it is not possible to view the outstanding details without the 8digit secret number. Stationery: Money Gram Receive Form or take the print out from Muthootlive site.


1 8 digits


About Blocking In Detail To open the Money Gram site, click on to the Delta work icon in the Desktop. Two windows will

open. Don’t close the DOS window. Click on to the Receive Money Icon in the window


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Enter the Pin/Password and click OK. Enter the secret number (8 digits) and click Next F12


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Can view the transaction details. If correct select the 3

rd party as NONE and click Next F12

Enter the Customer ID details and Social security number (123456789) and click Next F12 Then receiver address details click Next F12


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To finish the transaction click Finish

The system will generate the authorization code , note down it


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REPORTS To view the Reports, click on to Reports then MoneyGram Report Select the required date, select show item detail, then click Preview Then can view the Reports as shown below


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TO TAKE THE REPRINT OF THE LAST TRANSACTION Click on to Services then Reprint Last Receipt

Then Reprint

All transaction authorization code should be recorded in the money gram blocking register.

Whichever branches are doing the blocking at regional office or your nearby branch or mt division. Don’t forget to collect the authorization code from Mt Division Staff.


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For getting blocked report - click on report- moneygram report- --give date and click on show item details---and see the Preview.

Click only Delta work main menu. Don’t click on delta work black screen.

Even there is no transaction please do the following things every day to avoid the deauthorisation or deactivation –Open delta work main menu-Click on file-Transmit. If deauthorised or deactivated contact money gram toll free no:- 18001028333

If any error message is getting call your regional system administrator or contact money transfer division.

When You Get The Following Messages

MONEYGRAM TECHNICAL ERROR’S AND SOLUTIONS S.

N

O

Code Error Note 1 SOLUTION

1 403 De-Authorisation Contact moneygram tollfree number 18001028333

2 419 De-Activated Contact moneygram tollfree number 18001028333

3 503 Invalid Initial Setup password contact money transfer division

4 507 Invalid Device ID without entering the POS number (01, 02)

contact money transfer division

5 401 Security Code Failure

The device ID is not activated .Profile is not created.

contact money transfer division

6 I/O Exception Internet problem Contact your regional IT staff


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7 706 (Code 4) Unable to lookup the given reference Number

Ref no,sendr or receiver name mismatch,etc..

To rectify the error the following details are required: 1.Reference (No 8 digit no),2.Senders Name,3.Receiver Name and Dob,Place of birth,4.From which country.5. Approximate Amount 6. Receiver Id Proof Ration card, Driving License,Passport with number etc.. 6. Device id and legacy number (6digit) of the location.

8 719

Its cannot be received in india. Transaction is belongs to other country.So the sender wants to meet moneygram people.

Inform the customer to contact sending side.

9 604 Demo Mode Clear it Remove the Training Mode

DWS→ Options→ Training Mode (For training mode removed)

10 708 Unable to verify the transaction

11 707 The Transaction date is above 45 days….

After 45 days the reference id automatically locked

Inform the customer to contact sending side

12 376 & 366

Do not use the special character (CAPS) in delta works & Unable to get the transaction.

Kindly avoid special characters while typing id proof number, etc

13 Authorization Code

To get the authorization code from Call center

The following details are required: 1.Reference (No 8 digit no),2.Senders Name,3.Receiver Name and Dob,Place of birth,4.From which country.5. Approximate Amount 6. Receiver Id Proof Ration card, Driving License,Passport with number etc.. 6. Device id and legacy number (6digit) of the location,

14 343

This agent does not have the correct Delta Works version to do this transaction. You will need to do an upgrade.

Call Money gram Technical support

15 405 Unable to lookup initial profile.

The error means you have put on the wrong device id, password, Please call the Money gram Technical team for support

16 406 Agent is not receiving agent

The error means you have put on the wrong device id, password, Please call the Money gram Technical team for support

17 420 The error means please update your DW


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18 506

Unable to lookup reference number. Security failure. INVALID AGENT NUMBER

Call moneygram support

19 619 Mean while transaction locked by another agent.

20 900 Means system is not working

21 902 Unable to lookup reference number. Internal system error

Means system is not working

22 707

Please call moneygram customer service center to complete this transaction, (code 45) (AC error707) CODE 45 TRANSACTION DENIED, SEND MUST REQUESTREFUND IN WRITING


23 714

Unable to lookup reference number. Moneygram server error


24 406

Unable to lookup reference number. Transaction not allowed (AC error 406) AGENT CLOSED, CANNOT DO TRANSACTIONS

Call 18004443010

25 A/C error 601 Select the secondary id as Alien id or International id and input the Id number as same as

you have given in the Primary ID column. The transaction will be done


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MONEYGRAM CONTACT LIST

State Feild task Force State Head

Name Contact NO Name Contact No

Delhi NCR Ritesh Munjal 8295333199 Ajay Sharma 9811008470

Andhra Pradesh Mohan Mudragada 9908441414 Ilamparithi Jayapalan 7893064879

Karnataka Kiran 9900047532 Eldho Paul 9908216152

East (WB/Orissa/Bihar/ROE)

Vikas Singh 8687996723 Mrinmoy Sharma 9830338759

Goa Dishant Bhatt 9967499789 Imtiaz Shiledar 9823110103

Punjab (PJ/HR/HP) Arun Kumar 9815706017 Sachin Sharma 9041004306

Mumbai Dishant Bhatt 9967499789 Kishore Jani 9819910039

ROM Dishant Bhatt 9967499789 Kunal Ujwaine 8408995454

MP & Raj chattrappal singh 9829054471 Gaurav Tripathi 9179771000

Gujarat Sachin patel 9998970304 Rajendra Surela 9712996466

Kerala Jithin Babu 9496501555 Sushant S / Santosh Sreedharan 4712338140

Tamil Nadu Suresh Babu 9840838841 C Vinoth Kumar 9790709988

TOLL FREE NUMBER 18001027333 OR 18001028333

Things to remember while processing a transaction

DO’s 1)Ensure that the customer fills-out the receive form in full and shares all the details sought in the form.

2)Do verify the relation of the receiver to the sender.

3)Do understand the purpose of transaction.

4)Do verify the originals of Photo Id and Address proof.

5)Do check that the Photo Id provided by the recipient is valid and has not expired.

6)Do retain a copy of the original receive form and Photo ID document for the record.

7)Do feed in correct and complete details of the customer in the system.


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8)Do report suspicious customer and transactions to your Super Agent, Moneygram Compliance Officer and email details at [email protected].

9)Do collect ONLY passport copy and valid visa from foreign tourists receiving remittance in India.

10)Do satisfy yourself that the signature of the recipient, made in your presence on the receive form tallies with their signature on the original document.

11)Do make cheque payments for remittance exceeding INR 50,000 /DD/PO or direct credit to the account of the receiver. Please note that this rule DOES NOT apply to foreign tourists. Foreign tourists can receive payments more than Rs.50, 000 in cash if they provide a foreign passport along with a valid visa.

12)Do collect additional information for all customers collecting monies from a different city than what’s mentioned in the photo ID.

13)Do collect additional information on transactions coming from high risk countries as per the latest FATF statement.

14)Do install anti-virus or firewall on your computer and update it regularly.

15)Do accept MoneyGram software updates when prompted.

16)Do bolt the counters or secure it with cable locks. 17)Do lock the computer when you step out of your work station.

18)Do restrict the access to Moneygram Services counter to authorize personal only.

DON’Ts

1)Do not rely on photocopies of the Photo Id and Address proof even if the person collecting the money is a repeat customer.

2)Do not accept an Invalid or expired ID or Address proof.

3)Do not pay bearer cheque, always provide account payee cheque.

4)Do not transfer the money into the account of a person whose name is not mentioned in the transaction eg receiver’s husband’s account or receiver’s parents account etc

5)Do not share the Moneygram login details with anyone.

6)Do not connect to unsecured Wifi or shared connection

7)Do not make the screen visible to the public



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If you want any clarification, please mail to: [email protected]

TRANSFAST MONEY TRANSFER

(Tie up with Instant Global)

--------------------------------------------------------------------------------------------------------------------- Secret code no. : 13 digits (starts with 33 followed by 2 alphabets) or 12 digit number) We have introduced new money transfer – TRANS FAST (Under Anywhere Payout Category) the 7th money transfers, from 6/5/2011 onwards. Please refer News & Views dated 7/5/2011 and Circular Dated 9/5/2011 Blocking procedure and all user ID and Passwords are sent to all regional office and IT Staff. Branches can collect their logins from their Regional office. Site Address: https://www.transfastpay.com USER ID - Enter the User Name PASSWORD - Enter the Password


1 13 digits starts with 33 followed by 2 alphabets, but very rarely 12 digits come

To Pay or Block the transaction Type user name & password



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Type customer transation no.>then execute>then search


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Then check customer name ,amount & other details and click payout

Type the details of customer> id proof type,id no,type customer address,customer mobile no, etc > Click terms and condition>Select "check or cash"> If cheque payment then enter Bank name & Cheque no > Click payment>click ok


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Click Print Invoice (Take the printout)


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TO TAKE REPRINT


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TRANSFAST TECHNICAL ERROR’S AND SOLUTIONS S.NO Code Error Note 1 SOLUTION

1 De-Activated Contact Money Transfer Division

2 Invalid User id Contact Money Transfer Division

3 Invalid Number Contact Sending SIDE

TRANSFAST CONTACT LIST NAME EMAIL ID CONTACT NUMBER

SARATH KUMAR [email protected] 9446486700 0484-2771521 ext. 521


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ROYAL MONEY TRANSFER

------------------------------------------------------------------------------------------------------------

Royal Money Transfer System has entered into arrangements with many send agents which are listed below.


1 SGS - (Multiple) 12 DIGITS starts with "240"

2 SPEED REMIT - (Multiple) "SR" + 10 DIGITS, "11" + 9 DIGITS, "1234-12345678"

3 AL ANSARI EXCHANGE- (UAE) 7 DIGITS

4 PRABHU MONEY TRANSFER - (Multiple) 12 DIGITS, starts with "36"

5 WALLSTREET - (US) 12 DIGITS, starts with "31"

6 AYAAN - (US) 12 DIGITS, starts with "17"

7 AHALIA EXCHANGE - (UAE & UK) 11 DIGITS + FNC

8 UREMIT (Multiple) 13 DIGITS, starts with "232"

9 RAFFLES FOREX (Australia) 8 DIGITS, starts with "RWS"

10 SIDDHARTH BANK (Multiple) 12 DIGITS, starts with "26"

11 ISLAMIC EXCHANGE 12 DIGITS, starts with "35"

12 IME MALAYSIA 11 DIGITS, starts with "30"

13 AFTAB CURRENCY EXCHANGE (UK) 12 DIGITS, starts with "12000"

14 ROYAL EXCHANGE - (US) 12 DIGITS, starts with "99"

15 MUTHOOT GLOBAL - (UK) 12 DIGITS, starts with "98"

16 AR EXCHANGE 12 DIGITS, starts with "32"

17 MON-EX (Canada) 12 DIGITS, starts with "38"

18 AL-FARDAN 12 DIGITS, starts with "440"

19 A 2 Z 4 U - UK 12 DIGITS, starts with "54"

20 1 WORLD CASH 12 DIGITS, starts with "1W"

21 DEX INTERNATIONAL - UK 12 DIGITS, starts with "45"

22 AL FAYHAA - AUSTRALIA 12 DIGITS, starts with "63"

23 Wall Street Canada 12 DIGITS, starts with "53"

24 Shift Financial Services UK 13 DIGITS, starts with "29"


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25 Glibal Exchange Centre HongKong 12 DIGITS, starts with "56"

26 Valutrans SPA 12 DIGITS, starts with "88"

27 Remit Easy 12 DIGITS, starts with "60"

28 AN Express 12 DIGITS, starts with "64"

29 Arablink – MoneyMo 12 DIGITS, starts with "62"

As such, branches will be getting, remittance orders with PIN numbers having varying number of digits. (7 to 18 Digit Remittance Numbers). For blocking the transaction log on to the site https://www.royalexchange.co.in:460/RMMT/LoginPageNew.aspx with the branch login.

For Blocking

Enter the Control number then search

https://www.royalexchange.co.in:460/RMMT/LoginPageNew.aspx


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After that enter the customer name and click Check


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If the transaction details are correct click PROCEED.


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First click on to MODIFY then enter all red starred columns after that click Save Document Details. The system refreshes automatically after that enter the amount and then click Payout Now. The transaction is blocked and gets a block sheet

REPRINT OPTION


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Central Office Entry Put all Royal transactions under ROYAL MONEY HEAD. The systems ask for a 12 digit transaction number. Note:

a. If the control number is less than 12 digit , put zeros before that number b. If the control number is more than 12 digits, put the last 12 digits of the customer given number


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ROYAL MONEY TRANSFER TECHNICAL ERROR’S AND SOLUTIONS S.NO Code Error Note 1 SOLUTION

1

you have been inactive for 60

days hence you have been

blocked. Please contact

Admin.

contact Moneytransfer Division

2 Invalid entry contact Moneytransfer Division

3 Transaction on Hold contact Moneytransfer Division

Ez Remit (Tie up with Bahrain Finance)

…………………………………………………………………………………………………….....

Sire Address: https://www.ezremitonline.com AGENT ID : (in capital letters) USER ID : (in capital letters) PASSWORD : (in small letters) – use virtual key only


1 12 digits

https://www.ezremitonline.com/


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Enter your login details - Click on login

After entering your login, next page will be displayed

TO BLOCK THE TRANSACTION

Enter login>agent code>user id>password

Click transation>then click easycash payout


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Type 12 digits transation no. and then click on "search"


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Check the customer name,amount, and other details, Select id proof type and enter id proof no.

Click to confirm>then click print>save a copy and take print


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. Note: Customer may come with 12 digit Agent Ref .No (Eg: BFCMAN257248)

OR 12 digits Security No. (Eg: 607766577942)

In case customer not bring the Ref. No or Security no., we can take it from the unpaid list.

Sender Name, receiver name, and amount will be displayed After comparing these details with beneficiary's valid ID, click on “RECEIVE PAYMENT”.

Transaction will be blocked and you will get the payment bill.

TO GET THE CONFIRMATION- IS IT BLOCKED OR NOT Click on “Paid List (Receive)”

Click on “GENERATE” button. Now you can view the paid transaction details

TO KNOW THE TRANSACTION RECEIVED BRANCH This option will help to identify the branch, if an Ez Remit transaction is not seen in your branch outstanding. Click on “Status- Query”

Select the “EzCash”

Type 12 digit Reference No. or 12 digit Security No. or Sender name or Beneficiary name and

SEARCH

TO TAKE DUPLICATE RECEIVE BILL Select “Reports and enquiry” then “Transaction enquiry”


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Then click advance search


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Type the Transaction No.

A new box will be appeared below Click on “Red Colour Transaction number” button and take the print


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Ez Remit TECHNICAL ERROR’S AND SOLUTIONS S.NO Code Error Note 1 SOLUTION

1

When the system shows that

the password is going to

expaire

Enter old password (currently using) in the password window > then enter old p/w (currently using) > now enter new p/w & same new p/w for confirm

2 This transaction is for other

agent contact sending side and change agent name

Western Union (Tie up with Paul merchants Ltd)

--------------------------------------------------------------------------------------------------------------------- Site address: https://wupos.westernunion.com/agent-app/login User name: Password: Enter the user id and password correctly. If it is blocked due to the wrong entry of password, it will take 2 days to reset it. So correct login details should be entered.


1 10 digits

TO BLOCK THE TRANSACTION

Login the site with user name & password

https://wupos.westernunion.com/agent-app/login


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Click " Pay Out Money " option or press F6

Enter MTCN Number , Click on search > Check the receiver name same as the id proof and click pay out


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Tick " No" and click " continue "


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Select the ID type , id number, Tick agent verification customer data and enter date of birth, Enter expiry date & issue date, Select Purpose of transaction , Occupation , Relationship to the sender, Tick "proof of address collected", Select country of birth , Nationality & gender


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Enter Address 1 , city , pincode , country , landline number , 10 digit mobile number prifixing ' 0 ', Click " pay out


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and take the print out

TO VIEW THE PAID DETAILS OR TO REPRINT THE RECEIPT

Click “Other Services”


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Click the “ transaction log(F9)” Click the “ search” option you can see the transaction done at the branch(date change option is

there) From there reprint can be taken for the paid transactions


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Note: Put terminal account number as 12345 while doing the central entry.

Western Union TECHNICAL ERROR’S AND SOLUTIONS

S.NO Code Error Note 1 SOLUTION

1

Your security is important to

us. Please wait while we

verify your certificate to

access this site

Remove the old certificate (Open internet explorer> Menu Bar > Tools > Internet options >

Content > Certificates > Remove) install the certificate again contacting the respective western union team.

2 Password is locked Contact the respective western union support

team


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3 Pay out in kerala only Send request in HO direct blocking to block the transaction

4 Paid by other terminal The transaction number details are opened in some other branch

5 Try after 8 hrs (9, 10 etc……) Check in the site after some time, if not the

details comes ask customer to contact sending side

6 INVALID ICTC NUMBER Ask customer to contact sending side and update the details

7 This transaction is suspended Ask customer to contact sending side and update

the details

Interbranch Money Transfer

3. INTERNAL REMITTANCE/ TRANS CASH/ QUICK CASH

--------------------------------------------------------------------------------------------------------------------- It’s a loan transfer from muthoot finance branch to muthoot finance branch in india. Customer Can Pledge the Gold and Transfer this to any of the MFL Branches, but gold can release only on next day. (Minimum 7 days interest will charge...) NOT POSSIBLE ! ! We cannot send/ receive money to/ from Maharashtra state branches.

Fees for Transfer IF THE TRANSFER IS WITHIN THE STATE 1% OF AMOUNT + 25 Rs. OR 75Rs. WHICH EVER IS HIGHER.

IF THE TRANSFER BETWEEN STATE


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1% OF AMOUNT + 25 Rs. OR 125Rs. WHICH EVER IS HIGHER.

SENDING When quick cash customer came to your branch send mail to [email protected] Details are:

1) Name and address of the sender with phone number. 2) Sending branch (Originating branch) 3) Name and address of the receiver with phone number. 4) Receiving branches (Destination branch) 5) Gold loan number 6) Amount 7) Advice number. 8) After sending Quick cash MT DIVISION will give 15 digits number. (Starting with

05000……..)

RECEIVING When customer come to your branch with 15 digit number. Check the on line entry and send the mail to [email protected] (details of receiver and transaction number). PAYMENT TO CUSTOMER Amount of rupees one lakh and above should be paid in a/c payee cheque. IMPORTANT: If a customer came without any code number of not getting any advice from sending branch, don’t return the customer please contact MT division and find out. Kindly note that if a customer pledges gold for Rs. 30,000, he/she needs to send full amount, i.e., Rs. 30,000 itself, through Transcash. In other words, exact pledged amount should be sent.

4.Domestic Money Transfer (DMT)

DOMESTIC MONEY TRANSFER PROCEDURE



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Open "Oxigen Connect” by clicking the icon on Desktop. Step 1: Click the "Create Wallet" option Enter the "Mobile Number” of the sender and click the Get Started button, immediately the customer

gets "4 Digit“OTP. Enter the primary details of the sender like "First Name, Last Name, State, District, City, Address, Date

of Birth and Enter verification Code (4 Digit OTP)" and click the Submit button. Now the Wallet is created to the Sender and he/she receives the "6 Digit Password". Note down the Customer Name, Mobile number and 6 Digit passwords in the DMT register maintained

by the Branch. Step 2: Loading Money to the created Wallet Select "Muthoot" and then click "Oxigen Wallet Top-Up" Enter the Mobile Number of the Sender (Wallet Number) and re-enter the Mobile Number Enter the Amount (Ask the Customer) Now the Customer Wallet is loaded successfully with the specific amount. Check the SMS (The

customer gets the SMS). Step 3: Fund Transfer to the Beneficiary Account (Destination) Select "Money Transfer" and then select "Generate OTP" Enter the Sender "Mobile Number" and Wallet Password (6 digits) and click the submit button. Now

the customer gets the 6 digits OTP (One time password, it is useful only for one time) Then go to "Money Transfer” clicks the "IMPS" and select” IFSC Banks or Non IFSC Banks”

The Procedure for sending money to Non IFSC Banks is as follows.

Select "Non IFSC Banks"

Select the "Bank Name"

Enter the "Account Number"

Enter the "Oxigen Wallet" (Mobile Number of the sender)

Enter "Wallet Password”

Enter the "OTP"

Enter the "Amount"

And click the Submit button. The Transaction is finish. Take the print out of the voucher.


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The Procedure for sending money to IFSC Banks are is as follows.

Select "IFSC Banks”



Enter the "IFSC Code"



Enter the "OTP"

Enter the "Amount"

And click the Submit button. The Transaction is finish. Take the print out of the voucher. The Procedure for sending money through "NEFT" is as follows.

Select "NEFT"



Enter the "IFSC Code"



Enter the "OTP"

Enter the “Beneficiary Name"

Enter the "Amount"

And click the Submit button. The Transaction is finish. Take the print out of the voucher. https://oxicash.in/Money-Transfer/ Support Center: For any enquiries you may contact 9287200389/ 90 or you can mail to [email protected]

https://oxicash.in/Money-Transfer/



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5.Muthoot Money Transfer Site

Site address: http://money.muthootgroup.com or www.muthootmoneytransfer.com

We are introducing a new money transfer site which is more users friendly and it will avoid mistakes in using user name and password wrongly. 1) Please login the site with your user Name and password 2) The product logos of all Money transfer site is displayed. 2) Click on the option edit to update your logins of Money Transfer Products 3) Update the logins, once you click on the Edit and save the same 4) Update the branch details and staff details. Since all products are functioning in one site, the same will be more useful for your future reference and can Save your time while you operate Money transfer.

User Name: Branch Code (4 Digit Format: Ex: 0001) Password: Branch Code (4 Digit Format: Ex: 0001)

TO TAKE PROCEDURE MANUALS:

Click “ Utilities” Click the “ List Files “ Then select Procedure Manuals on File Category Click on Search Then the files appear and download it.

http://www.muthootmoneytransfer.com/


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6. CUSTOMER SERVICE PROCEDURES

1) Receive all the customers with pleasing face and behave them gently to feel the customer that they are

needed for our business.

2) Check the Instant Cash and EzRemit site every day three to Four times and evening before closing the branch. Intimate about the transfer to the customer immediately and give the exact branch location details to the new customer.

3) Branch people should have good competitive product knowledge to clear the customer problems. 4) Branch Staff should arrange sufficient funds to disburse the customer at the earliest.

5) Do the follow up for long outstanding customers and try to release the money fast. 6) Don’t delay the payment for more than 15 mints.

7) Report immediately to REGIONAL SYSTEM ADMINISTRATOR/IT Department if any connectivity

problem or send the e-mail to [email protected] Copy to [email protected] 8) Contact MT division by e-mail ([email protected] for the requirement, complaints &

suggestions. 9) Keep the necessary receive form and the publicity materials from Your Regional Office.

7. ACCOUNTS DETAILS

All inward remittance money transfer entries should be accounted under the head 7002 in CBS. Each product has its own sub head, so each product should be accounted separately. .If any clarification required contact region system administrator.

Branches are requested to check the FA 100 entry status every day,

If anything shown unresponded please contact Regional System Administrator and solve the problem.

If a customer has more than one transaction in same day then account each transaction separately.





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8. To Increase Money Transfer Business

1) Communicate to all our customers about money transfer.

2) Make an NRI data base in each branches, collected from our customers and personal reference from

staff.( NRI data : NRI Name, Place and Ph Number)

3) Identify the NRI locations of each branch and give the publicity in this area.

4) Collect the NRI data from Travel Agent, Post office and Banks

5) Distribute the publicity material in Mosque after their Friday mass, Church- after Sunday mass and

Temple in the festival season.

6) Western Union signage should be displayed outside the branches in a visible position in order to

capture immediate customer attention

7) INTIMATE THE CUSTOMER ABOUT THE ARRIVAL OF FUNDS

NOTE: For Instant Cash You Need Not Insist For The Control Numbers. If The Customer Comes With Valid Id and You Find the Name in Outstanding List, You Can Block the Transaction and Pay the Amount. Before blocking the transaction you should cross check the sender name, country, receiver name, receiver phone number etc... If you understand that the customer is genuine you can pay the amount

NOTE: Outstanding list will not be displayed for Xpressmoney, MoneyGram, WesternUnion, & Transfast The Customer should produce the control Number along with identification.

9. MONEY TRANSFER TOOLS FOR NEW OPENING BRANCHES

Internet connection (broad band connection) Money transfer receive forms Money transfer cash book (7002) Requisite fund reserve Properly trained staffs (blocking, accounting) User id’s and passwords for each products


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Publicity materials-inside and outside Wire money A2 forms Money transfer customer tracking register Muthoot identity card Money transfer Procedure Manual Call centre facility Better customer services-priority to MT customers. Manager should be expertise in money transfer activities Register for branch wise blocked transactions

10.RBI GUIDELINES FOR PAYMENT OF INWARD REMITTANCE

All branches are advised to comply with the following RBI guidelines strictly for Money Transfer payments. 1. “Receive forms” should be filled up properly by the customer with signature. If there is no stock of

forms available in the branch, please take print out from the site “www.muthootmoneytransfer.com”. a) The Receive Now form is a declaration from customer about their transaction and receipt of money.

Moreover it is an affirmation from the customer that he has collected this payment on the basis of RBI rule.

b) If you have properly collected filled Receive Form from the customer with customer signature, there will not be any further implication.

2 Photo Identity of the customer is mandatory for all the transactions and any one of the following IDs

of the customer is acceptable.(First time only)

Election Identity Card Passport Driving License Pan Card (in case of Pan Card, some additional address proof to be obtained Utility bills in customer name, like, electricity bill, telephone bill, water bill, etc can be accepted as address proof (as an additional ID while accepting PAN card) Ration Card with Receiver’s Photo as the head of the family Adhar Card Photo identity issued by the Central or the State Government. Employee ID of Armed forces, Para- Military services & Police (In Service) Employee ID of RBI, SEBI, TRAI & IRDA (serving, not retired) Refugee Card (Issued by Govt. of India or UNHCR)


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Please Note: - In case of Driving License or Passport, please check the expiry date also. You can pay the Money transfer transaction, if the address mentioned in the ID proof belongs to other state/district. All you need to do is to collect the local phone number/contact details/address of the customer and mention the same in the Money transfer Receive Now form. Also you need to verify the same by making a call in the given mobile/contact number.

a) We need to collect the photo copy of this Photo Address ID card as per the above rule for the first time only. The next time onwards customer need to bring the Original Photo Address id for verification. Please note that payment will not be made to the wrong person or to the non ID holder; for there are several instances that the ID might have been cancelled by the authority or surrendered or expired or misplaced.

b) You can do the Photo ID verification easily by using the following method- Issue the MIC card to all

customer-Mark the MIC card Number on the top of photo copy-File the photo copy of Money Transfer Customer in a separate file and put a continuous serial number in all photo copy-This serial number can be marked in the MIC card and it will help the staff to find the customer id proof easily. MIC card of the other branch is not acceptable.

3 The Payment should be made to the customer himself and not to any representatives or authorized

persons. a) Because there is no system in any Money Transfer Software to verify the signature or to prove the

genuineness of the authorized person 4 The money transfer payment can be done to the individuals only. The payment to the

institutions/company/university will not be entertained. a) RBI has permitted the cash remittance for the purpose of family maintenance only, so, compulsorily it

should be in an individual’s name. In other words, the sender and receiver should be individuals only. 5 A customer is entitled to receive a maximum of 30 transactions in a calendar year (Jan-Dec).

a) Because it is an RBI waver to the NRI house hold to collect 30 transactions for their family maintenance through this channel.

b) It is possible to identify the same through software, in some case; software will generate a warning related with particular transaction. In such case, please verify whether the customer has already collected 30 transactions manually in your records.

c) Additionally CBS has provided some option to identify the customer transaction numbers at the time of central office entry. CBS will remind the branches on twenty sixth transactions onwards, so that, the branch staff can advises the customer to change the beneficiary name to any of their close relatives from 31

st transaction onwards.

d) Please assure to update the correct database of Money Transfer customer in CBS, especially the mobile numbers so that it will enable us to identify the correct details of the customer quickly.


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6 Payments above Rs. 50,000/ (50001 onwards) are to be made by Account Payee cheque/NEFT only (Personal SB Account of the customers). If it is NEFT transfer, please attach the copy of the NEFT Request form (from the customers) and NEFT form with Money transfer Receive Now form. No customer is permitted to receive above Rs.50, 000/- as cash in a single day. This is applicable for Indian Citizens only. Note: - If a customer comes to your branch with more than an amount of Rs. 150,000 (above USD 2500) please call to Head Office before making the payment.

a) RBI will be randomly verifying these documents, so we are not supposed to break the rules.

7 For foreign citizens, entire money can be paid in cash. Please ensure the validity of the passport and visa.

Foreign citizen Passport and Visa copy is mandatory for identification. a) Passport and Visa are the only documents to prove that the customer has arrived India with proper

documents and staying back within the allowed time limit. If you are not following this rule, sometimes, the customer can be caught by Emigration Department or Police in transit. As a result, all improper supporters will be prosecuted.

8 Payment of a Money Transfer in both cash and cheque is not allowed. For example, if the amount is

Rs.75, 000/- the entire amount is to be paid as Account payee cheque/NEFT. We are not allowed to make the payment as Rs. 50000 in cash and Rs. 25,000 in cheque. Because it is against the 6

th Rule

9 Payment cannot be made to minor for all Money transfer schemes

10 Before blocking Money transfer transactions, please check the identification details of the customer

and see carefully whether the details of the customer in the ID matches with the details in the concerned site of Money transfer. Kindly note that unblocking of any Money transfer transaction is time consuming and causes unnecessary delay for the customers. If the payment is above Rs. 50,000, please enquire whether the customer got Savings Bank Account and whether he/she is willing to accept the cheque.

11 While blocking Money transfer transactions, kindly note that both the sender and receiver should be

individuals only. If any of the two (Sender or Receiver) is not an individual, please do not block the transaction and make the payment.

12 If any refugee approaches your branch for the payment of money transfer, you need to verify the Refugee

Registration Certificate. Please verify the original of the same and check the issue date and expiry date. NOTE:- The refugees can open the bank account in India. So if the payment is above Rs. 50000 (from 50,001 onwards) onwards, you need to make the payment as Account payee cheque.

13. There are some transactions which come to our branches having suspicious nature. Please give some

extra care while doing these transactions if the same person comes more than three times in a short


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period (It does not mean that you cannot make the payment). A few examples of suspicious natured transactions is given below:

1. Sender is a foreigner; but the receiver is an Indian. 2. Sender and receiver belong to different religion. 3. Sender and receiver are foreigners. Above transactions 1, 2 and 3 fall in the category of unfamiliar transactions. You can make payment upto 5 transactions in a week without consulting any one. If more than 5 transactions of above nature happen in a week at a single location, then only you need to clarify it with HO Money transfer. For additional information for the payment of transaction you can send mail to [email protected] . 4. One sender multiple receiver from the same branch in a day or over a period of time. (This is a suspicious transaction) 5. Multiple senders to a single receiver from the same branch in a day or over a period of time. (This is a suspicious transaction) In case of above transactions (4 & 5), the transactions are to be reported to Head office as suspicious transactions. Before making the payment, please call Money transfer division or send mail to [email protected] for clarification

11. NRI DATA COLLECTION

Customers are the main part of our business. all the branches should collect maximum NRI data’s for the

growth all of our business . We can send SMS to these NRI data base for marking our money transfer service. Please send NRI data base to [email protected] Given below is the format for NRI data collection. Month:





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Region: Branch: Br.Code: Sr. No Receiver Name Ph.No Sender Name Ph.No. Sending country

12. HAPPY DAY GIFT

-------------------------------------------------------------------------------------------

We got the facility to transfer gifts to our dear and near ones through our wide network of more than

30,000 locations within our 4000 above branches. We can send any items (flower and flower arrangement, teddy bear, cake, Photo mugs, photo cushion, sweets, gold coin and household items.) If there is any enquiry for rate card kindly contact money transfer division or send a mail to [email protected] or [email protected] Contact Number- 9287343666, 9287343888

Accounting procedure

Entry should be in 7002 ho money transfer – type of transaction-happy day gift (in narration happy day gift number must)

Incentive




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For international gifts the person who delivers the gift will receive an amount of Rs. 75+TA. If it is on Sunday, the incentive is Rs. 150+TA (Rs 100)

For Internal gifts, the person who delivers the gift will receive an amount of Rs. 50. The person who canvassed the gift will receive an amount of Rs.50.

DELIVERY RULES

ENSURE PROMPT SERVICE AND DELIVER GIFT ON TIME

Timely service will enable to create good impression and cordial relation between the customer and branch staff.

ENSURE GOOD PRESENTATION

The branch executive who delivers the gift should be neatly dressed. Assure that the gift is neatly packed in the Standard gift wrap.

ADDRESS CUSTOMER WITH A SMILE

Gifts are considered as the token of love and affection. So remember that the branch executive is the representative of the Sender. Greet the customer with a warm smile and deliver the gift with a heartfelt wish. Consider this opportunity to canvass our other business too.

ENSURE THE QUALITY OF GIFT ITEMS AND TALK POLITELY

Ensure that the best quality gift items are delivered at the prompt time. Never create a bad impression regarding quality of the gift items delivered.

PACK THE GIFT ITEM WELL

Gift Packing is important in on the process of delivery. Please ensure packing Box is Standard Packing Box of Muthoot Finance.

13. MONEY TRANSFER SERVICE AFTER 5.30 P.M


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If you require Money transfer service after 5.30 P.M, you may please contact MT Division till 6.30 P.M

14. MONEY TRANSFER REGISTER IN CBS

This is the best opportunity for the branches to bring back their old customers through this offer. Branches

should take this initiative to take the MT Register available in CBS and save in their system. It has been noticed that most of the branches are not even aware about this data wealth and it remains unutilized.

How the branches can take the money transfer customer data from the register. Open CBS.>>Under Report>>Accounts Report 1>>Choose Money Transfer Register>> Select calender

from 01/01/2012 till date and select Detailed report>>Click on Process and data will be on process>>Select enter mark button on left top of the sheet and export>>Choose the file Format from drop

down>>Choose excel 97-2003 and it will be process to open the data in this format>>after exporting Pl save the data on desktop with the name of MT register with present date. This file contain 10 to 20times customer details and this data needs to be used called by our branch staff

and understand why the customers are not coming to the branch or where they have gone. The customers follow up calls is very much required for MT business development and the continuous follow up only

bind the customer with any organization, branch follow up will bring more relation with the customer and they feel they are more important for our business.

This may be one of the reason for decreasing transaction in some branches and they not even aware about this data and branches need more care on their customer. Open CBS – Enter your logins and open the site Reports Accounts Reports I


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Money Transfer Register


85

Two options will appear (A. Detailed Report, B. Customer Wise Report) A.Select Detailed Report Then Click On Process (You will get the full money transfer customer details of the branch)


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B. Select Customer Wise Report

Then Click on Customer Name


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Type The Name Click On Search

Then Select The Detail Listed In Customer Search Then Click On Select


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Then Click On Process (You will get the details of a single money transfer customer of the branch)

15. CENTRAL OFFICES


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Please note that for the following purpose, branch staff may contact Central Office division, Head Office for assistance (9847119797, 9388413470). Wrong mark of entries Invalid entry of entering amount / person’s name/ Money transfer control number. Wrong selection of Money transfer products (i.e., if you select Moneygram instead of Xpress

Money. If any excess payment or short payment made. If any customer did not come and collect the Transcash at the end of the day.