Member Onboarding Journey
End User Journey
Step 1: Initial Registration
1
Download Mobile Application
User downloads the Sharia-compliant credit society app from App Store or Google Play Store
⏱️ 2-3 minutes
2
Registration Initiation
User clicks "Register" and enters mobile number or email address
3
OTP Verification
System sends OTP, user enters verification code to confirm contact information
SMS Gateway Integration Required
4
Credential Setup
User sets secure login credentials (PIN/Password/Biometric authentication)
5
Profile Information
User provides basic personal information, uploads profile photo, sets preferences
Step 2: eKYC Document Upload
6
Document Requirements Guide
System displays required documents and quality guidelines
7
Aadhaar Card Upload
User captures front and back of Aadhaar card using mobile camera
8
PAN Card & Address Proof
User uploads PAN card and address proof documents
9
Automated Verification
System performs automatic verification via Setu.co APIs
Setu.co eKYC API Integration
eKYC Verification Decision Point
Step 3: Video KYC Process
10
Appointment Scheduling
User schedules convenient time slot for video KYC session
11
Video Call Session
Verification officer conducts live video call for identity verification
Setu.co vKYC Platform Integration
12
Document Verification
User shows physical documents during video call for verification
13
Facial Recognition
System performs facial recognition matching and liveness detection
14
Account Activation
Upon successful verification, account is fully activated with all services
🎉 Total Onboarding Time: 15-20 minutes
Loan Application Journey
Member Journey
Phase 1: Application Initiation
1
Loan Service Access
Member logs into app and navigates to "Loans" section
2
Loan Type Selection
Choose from Personal, Business, Secured, or Unsecured loan options
3
Eligibility Check
System shows eligibility criteria and preliminary assessment
4
Loan Configuration
Enter desired loan amount, tenure, and purpose
Phase 2: Application Form & Documentation
5
Personal Information
Complete personal details (pre-populated from profile)
6
Employment/Business Details
Provide income source, employer/business information
Document Upload Process
For Salaried Applicants:
• Salary slips (last 3 months)• Bank statements (last 6 months)
• Employment certificate
For Business Applicants:
• Business registration documents• GST returns
• Financial statements
• Business bank statements
For Secured Loans:
• Property documents• Valuation certificates
• Insurance documents
• Legal clearances
7
Bank Statement Integration
Connect bank accounts via Setu.co Account Aggregator for automatic statement fetch
Setu.co Account Aggregator API
8
Application Review & Submission
Review complete application, accept terms, and submit for processing
Phase 3: Processing & Decision
9
Initial Screening
Automated eligibility check and document validation
⏱️ 2-4 hours
Initial Screening Decision
10
Document Verification
Branch team verifies all submitted documents
⏱️ 1-2 business days
11
Credit Assessment
CIBIL score check, financial analysis, and risk evaluation
CIBIL API Integration
12
Final Approval
Authorized personnel review and make final lending decision
13
Loan Disbursement
Upon approval, loan amount is disbursed and EMI schedule begins
🎉 Total Processing Time: 3-7 business days
Fixed Deposit Creation Journey
Member Journey
FD Application Process
1
FD Service Access
Member navigates to "Deposits" section and selects "Fixed Deposit"
2
Product Selection
Choose from available Sharia-compliant FD products
3
Investment Configuration
Enter deposit amount, select tenure, and review profit rates
4
Profit Calculation
System shows maturity amount projection based on Islamic profit-sharing
Deposit Method Selection
Option A: Online Transfer
5A
Payment Gateway
Select source bank account and initiate online payment
Payment Gateway Integration
6A
Payment Verification
System verifies payment and provides confirmation
Option B: Cash Deposit Service
5B
Collection Request
Request cash collection service with pickup details
6B
Partner Assignment
System assigns nearby collection partner and shares contact details
7B
Cash Collection
Collection partner visits, counts cash, takes photos, and provides receipt
8B
Branch Deposit
Collection partner deposits cash at branch and updates system
FD Activation
9
Payment Confirmation
System verifies payment receipt from either online or cash deposit
10
FD Certificate Generation
Digital FD certificate created and sent via email/SMS
11
FD Activation Complete
FD becomes active and starts earning Sharia-compliant profit
🎉 FD Creation Time: 10-15 minutes (online) / 2-4 hours (cash)
Branch Manager Daily Operations
Branch Manager
Morning Operations Setup
1
System Dashboard Review
Check overnight alerts, system status, and pending tasks
2
Cash Position Verification
Review vault balance, ATM status, and expected cash flows
3
Staff Briefing
Conduct morning team meeting, assign daily tasks, review targets
4
Customer Appointment Review
Check scheduled customer meetings and loan interviews
Loan Approval Process
5
Application Queue Review
Review pending loan applications requiring manager approval
6
Customer Interview
Conduct face-to-face interviews with loan applicants
7
Credit Assessment Review
Analyze CIBIL reports, financial statements, and risk parameters
Loan Approval Decision
8
Decision Documentation
Record decision rationale and communicate to customer
Customer Relationship Management
9
VIP Customer Meetings
Handle high-value customer relationships and special requests
10
Complaint Resolution
Resolve complex customer issues and service complaints
11
Business Development
Review branch targets, plan marketing activities, community engagement
End-of-Day Activities
12
Performance Review
Review daily transaction volumes, targets achievement, staff performance
13
Compliance Check
Ensure all regulatory requirements met, review audit points
14
Branch Closure
Secure branch, vault, and systems; prepare next day planning
Cashier Operations Workflow
Cashier
Customer Transaction Processing
1
Customer Welcome
Greet customer, understand service requirement, issue token if needed
2
Identity Verification
Verify customer identity using ID documents or biometric authentication
3
Transaction Processing
Process deposit, withdrawal, or transfer based on customer request
4
Cash Handling
Count cash accurately, verify amounts, use cash counting machine
5
Receipt Generation
Print transaction receipt, obtain customer signature if required
6
Transaction Completion
Provide receipt to customer, update account records, thank customer
⏱️ Average Transaction Time: 3-5 minutes
Account Opening Process
7
Service Introduction
Explain available account types, features, and requirements
8
Form Completion Assistance
Help customer fill account opening form, ensure accuracy
9
Document Collection
Collect KYC documents, scan and upload to system
10
Initial Deposit Processing
Process initial deposit, generate temporary receipt
11
Account Activation
Activate account, provide welcome kit, explain mobile app usage
Loan Support Services
12
Loan Inquiry Handling
Provide loan information, eligibility criteria, interest rates
13
Application Assistance
Help customer complete loan application form
14
Document Collection
Collect loan documents, verify completeness, scan uploads
15
EMI Collection
Process loan EMI payments, update loan accounts
Collection Agent Field Operations
Collection Agent
Daily Collection Planning
1
Territory Analysis
Review assigned territory, customer locations, and overdue accounts
2
Route Optimization
Plan efficient route to cover maximum customers with minimal travel time
3
Priority Setting
Prioritize visits based on overdue amount, days past due, customer profile
4
Collection Kit Preparation
Prepare receipt books, mobile POS, customer files, contact details
Customer Visit Process
5
Customer Location
Travel to customer location, verify address, locate customer
6
Customer Meeting
Meet customer politely, discuss payment status and difficulties
7
Payment Negotiation
Negotiate payment plan, explain consequences of non-payment
Customer Response
8
Payment Collection
If payment received, count cash, verify amount, issue receipt
9
Visit Documentation
Record visit details, customer response, next action in mobile app
Cash Collection Service
10
FD Cash Collection Request
Receive cash collection request for FD deposits from customer
11
Customer Coordination
Contact customer, confirm pickup time and address
12
Cash Collection & Verification
Visit customer, count cash, take photographs, provide receipt
13
Branch Deposit
Deposit collected cash at branch, update system with collection proof
End-of-Day Reporting
14
Collection Summary
Compile daily collection report, calculate achievement vs target
15
System Updates
Update customer visit logs, payment statuses, next action plans
16
Performance Review
Submit daily report to branch manager, plan next day activities
🎯 Daily Target: 15-20 customer visits
Admin/HQ Operations Workflow
Operations Team
Daily Operations Monitoring
1
System Performance Review
Monitor system uptime, transaction volumes, error rates
2
Branch Operations Dashboard
Review multi-branch performance, identify issues, track KPIs
3
Exception Handling
Handle escalated issues, process exceptions, coordinate resolutions
4
Customer Service Oversight
Monitor customer satisfaction, resolve complex complaints
Loan Processing Operations
5
Application Queue Management
Monitor loan application pipeline, assign to processors
6
Credit Assessment Coordination
Coordinate CIBIL checks, financial analysis, risk evaluation
CIBIL API, Setu.co Integration
7
Approval Workflow Management
Route applications for appropriate approvals, track timelines
8
Disbursement Coordination
Process approved loans, coordinate fund transfers, update accounts
Compliance & Risk Management
9
Regulatory Compliance Monitoring
Monitor RBI compliance, prepare regulatory reports
10
Sharia Compliance Review
Ensure all products and processes follow Islamic banking principles
11
Risk Assessment
Monitor portfolio risks, concentration limits, stress testing
12
Audit Coordination
Coordinate internal audits, handle external audit requests
Strategic Management Activities
13
Performance Analytics
Generate business intelligence reports, analyze trends
14
Business Planning
Support strategic planning, budget preparation, target setting
15
Management Reporting
Prepare executive dashboards, board reports, stakeholder communications
📊 Daily, Weekly, Monthly Reports