| CUSTOMER QUERY/COMPLAINT HANDLING PROCESS | ||||||
| At financejunction, we always try our level best to meet your needs and we'd like our relationship to be pleasant and rewarding. In this pursuit for better service we have restructured the 'Customer Query' and 'Complaint Handling Process'. | ||||||
| Customers can now make an initial Contact with the process owners. The process owners will make their best attempt to resolve your queries within 8 hours of their receipt. | ||||||
| You can contact financejunction for the following kind of queries: | ||||||
| 1) Pre-sanction Channel Finance Account Opening. | ||||||
| 2) During Sanction of Channel Finance Account. | ||||||
| 3) Post – Sanction Stage of Account Opening. | ||||||
| 4) Daily Operations & Client Seller related Queries. | ||||||
| 5) Escalation Matters – Channel Finance. | ||||||
| Category | Query Category | Query Types | Contact details | |||
| 1 | Pre-Sanction | Obtaining the Lead from TSL | Joyotpol Paul [91633 - 48090 / 033 – 66106181 ] | |||
| Explain the scheme to Dist [ Market Making ] | Joyotpol Paul [91633-48090 / 033 – 66106181 ] | |||||
| Ask for the LOR from TSL – CMG | Joyotpol Paul [91633-48090 / 033 – 66106181 ] | |||||
| Provide LOR to Partner Banks | Joyotpol Paul [91633-48090 / 033 – 66106181 ] | |||||
| Document Collection & Co-ordination with Dist / Bank & TSL | Joyotpol Paul / Subhashish Mukherjee [ 91633-48090 /9163348059 033-6610-6116 ] | |||||
| Provide the Status Report | Joyotpol Paul [91633-48090 / 033 – 66106181 ] | |||||
| 2 | During Sanction | Execution of MJ – Distributor Bilateral Agreement | Subhashish Mukherjee [ 9163348059 / 033-66106195 ] | |||
| Intimation of Bank Account Details | Joyotpol Paul / Subhashish Mukherjee [ 9163348059 / 033-6610-6116 ] | |||||
| 3 | Post – Sanction | Registration of Distributor in Finance Portal | Subhashish Mukherjee [ 9163348059 / 033-66106195 ] | |||
| Linking Account with ERP of TSL & Bank | Joyotpol Paul / Subhashish Mukherjee [ 9163348059 / 033-6610-6116 ] | |||||
| Explain the Transaction Process | Joyotpol Paul [91633-48090 / 033 – 66106181 ] | |||||
| 4 | Daily Operations | Making Online Payment [ Sales Order / Transaction Confirmation / MR Status / Daily Outstanding / Overdue Status / Maturity Details | Subhashish Mukherjee [ 9163348059 / 033-66106195 ] | |||
| MIS Reporting to TSL [ Daily Reports / Monthly Reports ] | Subhashish Mukherjee [ 9163348059 / 033-6610-6116 ] / Joyotpol Paul | |||||
| Making Repayment to Bank | Subhashish Mukherjee [ 9163348059 / 033-6610-6116 ] / Joyotpol Paul | |||||
| Channel Finance Account Query | Subhashish Mukherjee [ 9163348059 / 033-66106195 ] | |||||
| TDS Re-imbursements | Subhashish Mukherjee [ 9163348059 / 033-66106195 ] | |||||
| Loyalty Programme | Joyotpol Paul [91633-48090 / 033 – 66106181 ] | |||||
| 5 | Escalation Matters | Any kind of escalation under channel finance | Vandana Sharma [92310-22841 / 033 – 66106357] | |||
| Escalation: In case satisfactory resolution is not received by the Distributor from the Initial Contact within specified lead, please log the complaint into this CCHP (Customer Complaint Handling Portal). | ||||||
| Link for Customer Support System Login | ||||||
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