Simplifying

Retail Marketing

BANKING & FINANCIAL SERVICES INDUSTRY (BFSI) MYSTERY

AUDIT- AUDITOR TRAINING DOCUMENT

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Audit Brief
Client BANKING & FINANCIAL SERVICES INDUSTRY (BFSI)
Audit Type Mystery
Audit Fees 300-350
Time Time- 10 am- 5 pm
Allowed
Goal To capture the response of the bank staff as per the different scenarios performed.

1. You need to visit the bank posing as a customer and perform the scenario given to you.
Process 2. Observe all the minor detail as per the questionnaire and spend at least 15-20 minutes
Summary of quality time in the bank.
3. Upload the Audit Report on 1 view account within 24 hours of your visit

1. Bank’s exterior picture to be taken via Open Camera App/Date Camera App
Proofs of 2. Picture of documents collected if any
Visit 3. Audio Recording (At least 15 to 20 minutes.)
4. Auditor selfie via Open Camera App

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Audit Brief

Read the entire document carefully. In case of any confusion, contact the Channelplay contact

Do’s
I. Install Open Camera app and click a selfie using the same after completion of the audit
from a safe distance.
II. After the audit, the report has to be submitted on 1View within 24 hours

III. Please follow the below Auditor Grooming Guidelines

• Hair neatly made, & properly trimmed
General
• Apparel & Footwear guidelines
Guidelines
For male auditors - Clean & ironed shirt with trouser or denims, T-shirts not allowed,
(Auditors)
Clean shoes (formal/casual)
For female auditors – Ethnic / casual / formal wear, Sandals or bellies
Slippers or floaters are not allowed even on rainy days

Don’ts
I. Do not chew gum or tobacco while doing the audit
II. Do not indulge in any kind of argument with the Bank staff
III. Do not disclose your identity as a mystery shopper.

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Section - 1
Audit Process
Audit Process: Scenarios to be performed

Customers asking for personalized cheque book at bank branch

Applicants asking for C-KYC based account opening process

Applicants asking for opening BSBDA- Small account without any OVD

Applicants
Applicants asking
asking for opening for opening
account account
under PMJDY under PMJDY
Applicants wanting to open a bank account without PAN card

Customers asking for passbook replacement

“Mandate holder” or “power of attorney” related operations for opening &

maintenance of bank accounts for Mentally and visually challenged people

Replacement of old currencies which are not valid, but still replaceable, as well as
completely damaged bank notes.

Customer tries to exchange / deposit currency coins 50p coins up to 10 Rs

The auditor can create any of the given scenario and accordingly enquire about the process of
services.

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Scenarios:
A. Customers asking for personalized cheque book at bank branch

• Customers will ask for personalized cheque book at bank branch or will ask for cheque book in general and will
ask the process for it.
• Customer can ask for cheque book on behalf of any of his/her relative.
• Check what all option does the staff give to get an cheque book.

B. Applicants asking for C-KYC based account opening process:

• Central KYC Registry or CKYCR is the replacement of multiple KYC submission process while opening savings
bank accounts, buying life insurance or investing in mutual fund products, into one time centralized process.
• Customer can pretend that he/she has an CKYC and check the process of opening an account.
• Customer can ask for account opening process based on CKYC.

C. Applicants asking for opening BSBDA- Small account without any OVD:

• BSBDA-Small Account: If a customer want to get open an account without KYC norms, then a bank account
can be opened for him but that will be treated as BSBDA-Small Account.
• Total credits in such accounts should not exceed one lakh rupees in a year.
• Maximum balance in the account should not exceed fifty thousand rupees at any time.
• In a month, the total of cash withdrawals and transfers cannot exceed Rs 10,000.
• Customer can pretend to have a servant who wants to open an account.
• Check whether the staff is aware about the BSBDA-small account opening process.
• Check what all document the staff asked for opening an account under BSBDA process.

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Scenarios:

D. Applicants asking for opening account under PMJDY:

• Under the Pradhan Mantri Jan Dhan scheme (PMJDY), any individual who is older than 10 years of age and
does not possess a bank account can open one in his or her name with an opening deposit of zero.
• Accounts under this scheme can be opened with any registered bank or with Business Correspondent Outlet
(Bank Mitr) designed specially to facilitate account opening under the Jan Dhan Scheme.
• Check whether the staff is aware about the account opening process under PMJDY scheme.
• Check what all document the staff asks for opening an account under this process.

E. Applicants wanting to open a bank account without PAN card:

• Check whether the staff is ready to open an account without the PAN card.
• Check whether the staff is ready to surrogate the PAN card with some other document. In case the staff
agrees to it then check what all requirement he ask for.

F. Customers asking for passbook replacement:

• Check whether the staff entertain your request for passbook replacement or give you other options.
• In case of other options, report what is the process as defined by the staff.
• Check what is the process for a passbook replacement.

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Scenarios:

G. “Mandate holder” or “power of attorney” related operations for opening & maintenance of bank accounts for
Mentally and visually challenged people:

• Auditor can create a scenario wherein he/she can pretend to have a Mentally and visually challenged
acquaintances and can enquire for the process.
• Check whether the staff is ready to open an account in case of physically or mentally challenged applicant.
• Check whether the staff is ready to visit at the applicant's residential address or he/she asked to bring the
person.
• Check what all documents the staff asked to give for the account opening.

H. Replacement of old currencies which are not valid, but still replaceable, as well as completely damaged bank
notes:

• Auditor needs to take damage notes and ask for a replacement and record their experience.
• Check whether the staff is ready to replace the old currency/damage notes.
• If the staff denies for it, record what is the reason he/she provides.
• Ask about the criteria of replacement, and record what all reasons the staff mentions.

I. Customer tries to exchange / deposit currency coins 50p coins up to 10 Rs

• Check whether the staff is ready to exchange / deposit currency coins 50p coins up to 10 Rs
• If the staff denies for it, record what is the reason he/she provides.

Note: Kindly get a sound knowledge about the Scenarios through Google, before
proceeding for the audit.

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Section 1 – Audit Process
d
Audit Process Flow

Perform the scenario given to you

Record the overall conversation (at least 15 minutes)

Collect all the mandatory proofs

Submit report within 24 hrs of the execution with

proper comments

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Section 2 – Proofs Of Visit

I. Report has to be submitted on 1View within 24 hours of visit

II. Elaboration of the observations have to be mentioned as detailed comments

Proofs of visit:.
Proofs of Visit to 1. Bank’s exterior picture via Open Camera App
be submitted 2. Selfie with the bank front in background using Open camera app
within 24 Hours 3. Picture of form/brochures, if given
4. Audio recording

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Section 3 – Points To Remember

1. Confirm the date and time of visit to the Channelplay contact.

2. Inform the Channelplay contact about any change in agreed date and time for the
audit.
Points To 3. Install the Open camera app and take the selfie, store exterior & interior picture
Remember using app.
4. Capture the name of the staff member who attends you.
5. Inform Channelplay contact immediately after the audit is done
6. Submit report within 24 hours of audit otherwise the report will be rejected

1. Report not submitted within 24 hours of audit

Reasons For 2. Submitting fake report
Rejection 3. Any of the required photographs or ‘Proof of Visit’ is missing from the report
4. Not responding to calls from Channelplay contact
5. Pictures not taken through Open Camera/Date Camera App.

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Thank You
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