Process Update on the SCC card closure on SBM Account closure request || 11th June 2025

Created by Ivan Kiran Kiran W, Modified on Wed, 11 Jun at 2:58 PM by Ivan Kiran Kiran W

Please note the process update below regarding SCC card closure when a customer requests SBM account closure. Ensure that you follow the process with immediate effect and kindly adhere to the steps outlined below without fail:

Steps	SCC closure on SBM account closure ticket	Tasks to be done	Assigned To	Checklist
1	Account closure request:	Post Retention Response & Cx still wants to go ahead with Account closure. *Agent To check & add a private note: a)Account balance b)Active FD : (Yes/No) c)Active SCC : (Yes/No)	L1 Agent	TRUE
2	If case of Active SCC:	* L1 to inform the customer that their SCC card will be closed & proceed with account closure * L1 to raise a child ticket & assign it to the "SBM Card Delivery" team	L1 Agent	TRUE
3	Raise a Child Ticket:	* Agent to update the necessary fields on the child ticket such as Contact, Phone number, * Subject: SCC Card Closure request - Cx Name * Contact: "Email id of the agent who is raising the child ticket (NOT Cx's email)" * Group: SBM Card Delivery * Name: "Blank" * Description: Cx requested for SCC Card Closure a) Name: b) Entity ID: c) OA ID: * Status: Open * Priority: High	L1 Agent	TRUE
4	Parent Ticket:	* L1 Agent to assign the Parent ticket to a) Group: SBM Bank related b) Status: WOI	L1 Agent	TRUE
5	Card Delivery Team	CD Team to take the details from the ticket & raise the closure ticket to M2P * Status of the child ticket: "WOM2P" * Post receiving closure confirmation from M2P, a) Add a private note on child ticket & status as "Resolved" b) Add a private note on Parent ticket & status as "Open"	Card Delivery Team	TRUE
6	L2 Bank Team	* L2 Bank Agent to check the Parent ticket: a) If the account is not closed, inform the Cx that the credit card is closed and will keep him/her posted on account closure. (SR to be shared in that response) b) If the account is closed, respond to the customer that both the account and SCC have been closed.	L2 Bank Team	TRUE