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1. Internal document
Alternate Communications Page 1 of 4
Details:
Process Alternate Communications
Date 13/08/2019
Version VER 2/Alternate Communications/0819
Product All Products under Retail
Scope: Broadly defines guidelines for sending SMS communication to Customers of the Bank. Earlier
this process was manual but have got automated on Excel Macros from Aug’18 onwards.
EMI Due Date Intimation SMS data processing:
Sr.
No
Process Steps FPR Tentative TAT *
1
From “EMI Due Date Intimation” data shared by
Analytics team, details of those cases, whose Due
Date is on next day, to be taken in separate file.
{T is 1 day prior to Cycle date (EMI Cycles are 2nd,
4th, 8th, 15th & 22nd of the month)}
PMT T
2
Below mentioned type of cases to be excluded
from SMS data base file:
Exclusions:
 Escalated Cases
 Death Cases, Accident Cases, etc.
 Repo Cases
 Legal Filed Cases
 Mobile no. missing
 Settlement Cases
 All Home Loan cases (till decision
regarding sending SMS on HLN cases is
not taken by Strategy.)
 Any other type of case on which
communication is not required to be sent.
PMT T
3
Cases wherein Cust ID level & LAN level SMS are
to be sent, are identified & flagged based on group
product & CustID combo.
(LAN level Text is sent to those set of customers
whose only 1 Loan account of a group- product is
delinquent & CustID level sms is sent to those
whose more than 1 loan account is delinquent for a
particular group-product.)
PMT T
4
Summation of EMI amount to be done based on
CustID & group product combo and unique cases
based on the same combo to be taken in separate
sheet
PMT T
5
SMS Text at LAN Level & Cust ID level to be
prepared by concatenating various fixed & variable
fields. (Variable fields: Masked LAN/Cust ID, EMI
Amount, Product Name)
PMT T

2. Internal document
Alternate Communications Page 2 of 4
6
SMS upload file to be prepared by taking all the
mobile no.s available for the customer against SMS
text.
PMT T
7
Sample checking to be done to ensure correctness of
the file.
PMT T
8
Post checking, final file to be uploaded on
Vivaconnect portal. (Mobile numbers of Process
owner & Backup owner to be added in upload file.)
PMT T
9
Delivery report to be shared with PMT on monthly
basis.
VIVA
Connect
T+35
Payment Due SMS data processing:
Sr.
No
Process Steps FPR Tentative TAT *
1 Input data (base file) to be shared by Analytics team. PMT T
2
Below mentioned cases to be excluded from base file-
Exclusions:
 Escalated Cases
 Death Cases, Accident Cases, etc.
 Repo Cases
 Legal Filed Cases
 Settlement Cases
 Mobile no. missing
 Amount less than Rs.100/-
 Any other type of case on which
communication is not required to be sent.
PMT T
3
Cases wherein Cust ID level & LAN level SMS are to
be sent, are identified & flagged based on group
product & CustID combo.
(LAN level Text is sent to those set of customers whose
only 1 Loan account of a group- product is delinquent
& CustID level sms is sent to those whose more than 1
loan account is delinquent for a particular group-
product.)
PMT T
4
Summation of Installment overdue to be done based on
CustID & group product combo and unique cases
based on the same combo to be taken in separate sheet.
PMT T
5
SMS Text at LAN Level & Cust ID level to be prepared
by concatenating various fixed & variable fields.
(Variable fields: Masked LAN/Cust ID, Installment
Overdue, Product Name)
PMT T
6
SMS upload file to be prepared by taking all the mobile
no.s available for the customer against SMS text.
PMT T
7
Sample checking to be done to ensure correctness of the
file.
PMT T
8
Post checking, final file to be uploaded on Vivaconnect
portal. (Mobile numbers of Process owner & Backup
owner to be added in upload file.)
PMT T
9
Delivery report to be shared with PMT on monthly
basis.
VIVA
Connect
T+35

3. Internal document
Alternate Communications Page 3 of 4
Bounce Intimation SMS data processing (SI / NACH):
Sr.
No
Process Steps FPR
Tentative
TAT *
1
SI / NACH Bounce data shared by OSD team to be considered
for SMS file preparation.
PMT T
2
Bounced cases to be matched with EMI Due Date Intimation data
used for sending Due Date intimation SMS of that particular
cycle.
PMT T
3 Unmatched cases to be excluded from the file. PMT T
4
Cases wherein Cust ID level & LAN level SMS are to be sent, are
identified & flagged based on group product & CustID combo.
(LAN level Text is sent to those set of customers whose only 1
Loan account of a group- product is delinquent & CustID level
sms is sent to those whose more than 1 loan account is
delinquent for a particular group-product.)
PMT T
5
Summation of EMI amount to be done based on CustID & group
product combo and unique cases based on the same combo to be
taken in separate sheet
PMT T
6
SMS Text at LAN Level & Cust ID level to be prepared by
concatenating various fixed & variable fields. (Variable fields:
Masked LAN/Cust ID, EMI Amount, Product Name)
PMT T
7
SMS upload file to be prepared by taking all the mobile no.s
available for the customer against SMS text.
PMT T
8 Sample checking to be done to ensure correctness of the file. PMT T
9
Post checking, final file to be uploaded on Vivaconnect portal.
(Mobile numbers of Process owner & Backup owner to be added
in upload file.)
PMT T
10 Delivery report to be shared with PMT on monthly basis.
VIVA
Conne
ct
T+35
Deviation Approval Approving Authority
Any kind of approval/deviation approval related to
SMS communication.
NCL or CH or CCC Head

4. Internal document
Alternate Communications Page 4 of 4
All SMS Texts :
EMI Intimation SMS Texts
LAN Level
Dear YES BANK customer, EMI of INR <<>> for your <<>> A/C No. <<>> is due on <<>>.Please
maintain sufficient balance in your account.
CUST ID Level
Dear YES BANK customer, EMI of INR <<>> for your CUSTID <<>> for <<>> is due on <<>>.Please
maintain sufficient balance in your account.
Payment Due SMS Texts
LAN Level
Dear YES BANK customer, amount of INR <<>> is overdue for your <<>> A/C No. <<>>.Request you
to make the payment immediately. Kindly ignore if already paid. To pay now, please click on
https://www.yesbank.in/transaction-zone/yes-pay-now/pay-loans-with-a-click-loans
CUST ID Level
Dear YES BANK customer, amount of INR <<>> is overdue for your CUST ID <<>> for <<>>.Request
you to make the payment immediately. Kindly ignore if already paid. To pay now, please click on
https://www.yesbank.in/transaction-zone/yes-pay-now/pay-loans-with-a-click-loans
SI Bounce SMS Texts
LAN Level
Dear YES BANK customer, your EMI of INR <<>> dated <<>> for your <<>> account <<>> has
bounced. We will be representing your standing instruction for this EMI on <<>>.Request you to
maintain sufficient balance in your account.
CUST ID Level
Dear YES BANK customer, your EMI of INR <<>> dated <<>> for your CUSTID <<>> for <<>>
accounts has bounced. We will be representing your standing instruction for this EMI on <<>>.Request
you to maintain sufficient balance in your account.
NACH Bounce SMS Texts
LAN Level
Dear YES BANK customer, your EMI of INR <<>> dated <<>> for your <<>> loan account <<>> has
bounced. We will be representing your NACH mandate for this EMI on <<>>.Request you to maintain
sufficient balance in your account.
CUST ID Level
Dear YES BANK customer, your EMI of INR <<>> dated <<>> for your CUSTID <<>> for <<>> loan
accounts has bounced. We will be representing your NACH mandate for this EMI on <<>>.Request
you to maintain sufficient balance in your account.