Unit ko samjho · NISM Series II-A
Client Servicing
10 questions is unit mein
Sawaal aur jawaab English mein hain, kyunki NISM ka exam paper bhi English mein hota hai.
Is unit mein kya hai
- What does the First Time Right approach mean when processing an investor’s service request?
- Which behaviour best demonstrates empathy when an investor is upset about a delayed service request?
- What is the purpose of a standard operating procedure in routine RTA client servicing?
- An investor’s request lacks three required supporting items. How should the service team communicate the deficiencies to reduce repeat submissions?
- Which information belongs in an RTA’s investor complaint register to support a proper audit trail?
- An investor’s issue needs information from the issuer and the depository participant. How should the assigned RTA service employee coordinate it?
- A verified request is under review and the employee cannot yet confirm the outcome. Which response is most appropriate?
- An investor needs accessibility assistance to submit a service request. Which approach best combines helpful service with protection of the investor?
- Several investors receive the same wrong deficiency notice because a service template is outdated. One case is corrected. What further response addresses the underlying failure?
- A dividend complaint is marked resolved after a payment instruction is sent. The payment then fails and the investor receives no money. What should the service team do?
Zaroori ideas
Practice bank se · 1
What does the First Time Right approach mean when processing an investor’s service request?
First Time Right means completing the request correctly without avoidable errors or repeated work. Remember: Correct, complete service matters more than a superficially fast closure.
Hint Speed is useful only when the process is also accurate and complete. Common mistake: Measuring good service only by how quickly a ticket is closed.
II-A-141Practice bank se · 2
Which behaviour best demonstrates empathy when an investor is upset about a delayed service request?
Acknowledging the difficulty and listening demonstrates empathy while allowing the employee to explain a useful next step. Remember: Empathy recognises the concern without removing necessary verification or process controls.
Hint Consider whether the response recognises the investor’s experience. Common mistake: Confusing an explanation of internal workload with understanding the investor’s difficulty.
II-A-142Practice bank se · 3
What is the purpose of a standard operating procedure in routine RTA client servicing?
A standard operating procedure provides an approved, consistent process for completing work and handling relevant exceptions. Remember: Use standard procedures consistently and escalate exceptions appropriately.
Hint A written process should support consistent work while remaining subject to higher requirements. Common mistake: Treating a checklist as either optional or more important than applicable law.
II-A-143Practice bank se · 4
An investor’s request lacks three required supporting items. How should the service team communicate the deficiencies to reduce repeat submissions?
The team should give a clear consolidated list so the investor can provide the required items together rather than discover deficiencies one at a time. Remember: Explain all identified deficiencies together in plain language.
Hint Consider the information needed to make the investor’s next response complete. Common mistake: Sending repeated incomplete deficiency notices.
II-A-144Practice bank se · 5
Which information belongs in an RTA’s investor complaint register to support a proper audit trail?
The register should capture receipt date, complaint particulars and disposal details so the handling of the complaint can be traced. Remember: A complaint audit trail records the issue, timeline and outcome.
Hint A later review should be able to reconstruct the complaint and its resolution. Common mistake: Keeping only a count of complaints rather than their processing history.
II-A-145Practice bank se · 6
An investor’s issue needs information from the issuer and the depository participant. How should the assigned RTA service employee coordinate it?
The employee should track the case and liaise with the relevant teams so the investor receives a coordinated and supported response. Remember: Cross-team dependencies need ownership and follow-through.
Hint Coordination should reduce the investor’s burden without bypassing checks. Common mistake: Using another team’s involvement as a reason to stop managing the case.
II-A-146Practice bank se · 7
A verified request is under review and the employee cannot yet confirm the outcome. Which response is most appropriate?
The employee should explain the current status and next known review step without presenting an uncertain outcome as confirmed. Remember: Clear status communication should distinguish confirmed facts from pending decisions.
Hint Communicate what is established rather than filling a gap with a promise. Common mistake: Making an unsupported promise merely to end the conversation.
II-A-147Practice bank se · 8
An investor needs accessibility assistance to submit a service request. Which approach best combines helpful service with protection of the investor?
The team should offer an approved accessible process while preserving identity checks so assistance does not expose the investor’s account. Remember: Accessible service and secure verification should work together.
Hint Assistance should remove unnecessary barriers without removing essential safeguards. Common mistake: Assuming accessibility requires weaker protection or automatic refusal.
II-A-148Practice bank se · 9
Several investors receive the same wrong deficiency notice because a service template is outdated. One case is corrected. What further response addresses the underlying failure?
The team should review affected cases and correct the controlled template because resolving one ticket does not fix a repeated process error. Remember: Repeated service errors need both case-level remedies and process correction.
Hint A repeated pattern indicates a process issue rather than an isolated complaint. Common mistake: Treating a systemic failure as solved after closing one complaint.
II-A-149Practice bank se · 10
A dividend complaint is marked resolved after a payment instruction is sent. The payment then fails and the investor receives no money. What should the service team do?
The team should investigate the failure and confirm the actual resolution because sending a payment instruction is not proof that the investor received the money. Remember: Complaint closure should be supported by evidence of the actual outcome.
Hint Distinguish an action taken by the office from the investor’s issue being resolved. Common mistake: Measuring resolution by internal activity rather than the investor’s completed remedy.
II-A-150