CRM Operations Map
About This Page
What: All navigation paths, feature entry points, and permission requirements for HK funds in CRM — a one-stop quick reference Audience: Newly onboarded operations staff (quickly learn the system), product managers (review the full feature landscape) Prerequisites: Deposit Methods Overview, Withdrawal Lifecycle — understand the business flow first Reading time: 10 minutes Owner: Deposit Operations Lead
Key takeaway: HK funds in CRM are organized into five major modules — Deposit Funds, Withdrawal Funds, Bank Accounts, Refund Management, and Blocklist System — with 20+ navigation paths in total. This page serves as the master index for all CRM features, helping you quickly find "where do I go to do X."
Onboarding Learning Path
If you are new, follow this reading order for the operations handbook: 1. This page (get familiar with the CRM interface and modules) -> 2. Manual Matching Guide (core daily work) -> 3. Withdrawal Approval Guide -> 4. eDDA Troubleshooting Guide -> 5. Reversal / Refund Guide -> 6. Scheduled Tasks & Monitoring
Find Entry Points by Scenario — What do I need to do? Where do I go?
| Situation | Module | Action |
|---|---|---|
| Client says money hasn't arrived | Deposit Funds -> Pending | Search bank statements by UID/amount to confirm arrival |
| Bank statement exists but not matched | Deposit Funds -> Pending | Manual instruction matching (link statement to instruction) |
| Client says withdrawal was rejected | Withdrawal Funds | Filter tasks by UID, check rejection reason code |
| Client requests a refund | Refund Management -> Refund List | Register refund (CS) -> Review (Operations) |
| Client wants to cancel eDDA | Bank Accounts -> Bank Account Authorization | Check authorization status + guide client to cancel on bank side |
| Need to freeze a client's withdrawals | Blocklist System -> Withdrawal Blocklist | Add UID |
| Need to look up all bank cards for a client | Bank Accounts -> Bank Account Management | Search by UID |
| Need to reverse a credited deposit | Deposit Funds -> Processed | Find the target application -> click "Reversal" |
| Month-end cleanup of orphan statements | Deposit Funds -> Pending | Bulk select -> Bulk return |
| Need to restrict a client's auto deposit | Blocklist System -> Restricted Auto Deposit Users | Add UID |
| Look up receiving bank FPS ID | Receiving Info Quick Reference | Check the table directly |
Jump to module:
Navigation Path Overview
The table below lists all navigation paths related to HK funds in CRM. Level 1 -> Level 2 -> Level 3 corresponds to the CRM left-side menu hierarchy.
| Level 1 | Level 2 | Level 3 | Description |
|---|---|---|---|
| Deposit Funds | Pending | — | View all bank statement records |
| Deposit Funds | In Transit | — | View all in-transit deposits (e.g. cheques) |
| Deposit Funds | Pending Review | — | View all deposits awaiting manual review |
| Deposit Funds | Processed | — | View completed/reversed/rejected deposits; perform reversals |
| Deposit Funds | Client Deposit Instructions | — | View all deposit instructions; create/modify/reject instructions |
| Deposit Funds | Abnormal Deposits | — | System auto-matches long-orphan statements (HSBC and ICBC only) |
| Withdrawal Funds | — | — | View and process all withdrawal tasks |
| Bank Accounts | Bank Account Management | — | Query client bank accounts |
| Bank Accounts | Bank Account Authorization | Airstar HK BST | Airstar BST authorization records |
| Bank Accounts | Bank Account Authorization | CMB HK BST | CMB BST authorization records |
| Bank Accounts | Bank Account Authorization | CMBC HK BST | CMBC BST authorization records |
| Bank Accounts | Bank Account Authorization | Hang Seng eDDA | Hang Seng eDDA authorization records |
| Bank Accounts | Bank Account Authorization | HSBC eDDA | HSBC eDDA authorization records |
| Refund Management | Refund List | — | View all refund tasks; CS registration / Operations review |
| Refund Management | Refund Transfer | — | Finance exports refund transfer files |
| Blocklist System | Withdrawal Blocklist | — | Block in-app withdrawal requests |
| Blocklist System | Restricted Auto Deposit Users | — | Route all deposit methods to manual review |
Deposit Funds Module
Deposit Funds is the most feature-rich module in CRM, covering the full process from statement receipt to deposit completion.
Pending
CRM Path: Deposit Funds -> Pending
View all receiving bank statement information. This is the primary workspace for deposit operations.
| Action | Description |
|---|---|
| Search statements | Filter statement records by receiving bank / currency / amount / date |
| Manual instruction matching | Manually link a statement to a client deposit instruction to trigger the deposit |
| Return statement | Mark an unmatchable statement as returned (status change only — no actual funds movement) |
BOCHK list field notes
The visible fields in the BOCHK (Bank of China HK) Pending list have been adjusted: the "Reference Number" field has been removed, and a "Remitter Account" field has been added after the remitter name. When troubleshooting BOCHK matching issues, you can check the remitter account directly in the list without querying the S16 report separately.
Daily Focus
Most statements are automatically processed by the matching engine every 3 minutes. Operations only need to handle records where auto-matching failed. For the detailed matching workflow, see Manual Matching Guide.
In Transit
CRM Path: Deposit Funds -> In Transit
Manage in-transit deposits that have not yet cleared (e.g. cheque deposits) and track fund arrival status.
| Action | Description |
|---|---|
| Confirm in-transit deposit arrival | After bank confirmation of arrival, the system auto-generates a deposit task and credits the account |
| Cancel in-transit deposit | When the bank confirms non-arrival, cancel the in-transit record and restore original statement and instruction status |
| View historical in-transit reports | Review processing records of historical in-transit deposits |
Pending Review
CRM Path: Deposit Funds -> Pending Review
Review all deposit tasks requiring manual approval. Tasks enter this queue for reasons including: amount exceeding limits, blocklisted user deposit, system risk control flags, etc.
| Action | Description |
|---|---|
| Approve deposit task | Verify deposit information, then approve or reject |
Note
Tasks in the "Pending Review" queue may involve users flagged as "Restricted Auto Deposit." Check the restriction reason in the Blocklist System before processing.
Processed
CRM Path: Deposit Funds -> Processed
View all completed deposit records, including multiple terminal states: completed, rejected, reversed, pending account opening, etc.
| Action | Description |
|---|---|
| View deposit records | Filter by status (completed / rejected / reversed / pending account opening) |
| Perform reversal | Execute a reversal on a completed deposit (deduct funds from the securities account) |
| Terminate pending-account-opening deposit | Terminate deposit records where account opening has not been completed for an extended period |
For the detailed reversal workflow, see Reversal Operations Guide.
Client Deposit Instructions
CRM Path: Deposit Funds -> Client Deposit Instructions
Manage deposit instructions (applications) submitted by clients. Instructions are the starting point of the deposit process, submitted by users in the App or created by operations on their behalf.
| Action | Description |
|---|---|
| View all instructions | Filter deposit instructions by UID / status / currency / date |
| Create instruction | Create a deposit instruction on behalf of a user (e.g. supplementary creation in abnormal deposit scenarios) |
| Modify instruction | Modify instruction details (e.g. bank card number, amount) |
| Reject instruction | Reject non-compliant instructions |
Abnormal Deposits
CRM Path: Deposit Funds -> Abnormal Deposits
The system automatically detects long-orphan statements that cannot be matched (AbnormalDepositJob runs every 30 minutes) and attempts to find potential matching clients by bank card number and name.
| Action | Description |
|---|---|
| Confirm crediting | Create an instruction on behalf of the user and complete the deposit |
| Suspend | Wait for the user to submit an instruction for auto-matching |
| Flag for follow-up | Contact the user to confirm transfer intent |
Bank Coverage
The abnormal deposit auto-matching feature currently only supports HSBC and ICBC statements. Orphan statements from other banks require manual investigation by operations.
Withdrawal Funds Module
CRM Path: Withdrawal Funds
The unified management entry point for all withdrawal tasks, covering the full process from task creation to fund remittance.
Task Statuses
| Status | Description |
|---|---|
| Processing | Task is being approved or awaiting remittance |
| Completed | Funds have been successfully remitted |
| Rejected | Review did not pass; returned |
| Withdrawn | User proactively cancelled the withdrawal request |
| Refunded | Bank returned the remitted funds |
Withdrawal Methods
Withdrawals support the following methods. Operations select the appropriate channel based on the user's bank card and currency at the Confirm step:
| Withdrawal Method | Applicable Scenario |
|---|---|
| BST (Bank-Securities Transfer) | CMB / CMBC / Airstar BST users |
| Cheque | Rarely used |
| ICBC Intra-bank | ICBC (Asia) intra-bank transfer |
| BOCHK Intra-bank | Bank of China (HK) intra-bank transfer |
| Hang Seng Intra-bank | Hang Seng internet banking transfer |
| HSBC Intra-bank | HSBC internet banking transfer |
| FPS Transfer | HKD fast payment (BOCHK / SCB / CGB, etc.) |
| CHATS/RTGS | Local inter-bank large-value transfer |
| Cross-border Wire | The only option for non-HK banks |
Operations
| Action | Description |
|---|---|
| Select withdrawal method | Manually select a channel for tasks with method=null at the Confirm step (moves to Processing) |
| Export transfer file / Print cheque | Batch export bank transfer files or print cheques by withdrawal method |
| Edit client withdrawal name | Correct the withdrawal payee name information |
| Single-task approval | Execute Audit / Confirm / Remittance step approvals for individual withdrawal tasks |
For the complete withdrawal approval workflow, see Withdrawal Approval Guide.
Bank Accounts Module
Bank Account Management
CRM Path: Bank Accounts -> Bank Account Management
Query and manage bank account information bound by clients.
| Action | Description |
|---|---|
| Query bank accounts | Search all bank accounts under a single client by UID |
| View operation history | View binding / unbinding / modification history for bank accounts |
| Review certification applications | Review bank account certification applications submitted by clients |
Bank Account Authorization
CRM Path: Bank Accounts -> Bank Account Authorization
Manage authorization records across bank channels, with 5 sub-modules.
Airstar HK BST
View Airstar BST Mandate authorization records. When Mandate status is OPEN, automatic withdrawal is supported.
CMB HK BST
View CMB (China Merchants Bank) Hong Kong branch BST authorization records.
CMBC HK BST
View CMBC (China Minsheng Bank) Hong Kong branch BST authorization records.
Hang Seng eDDA Authorization
View Hang Seng Bank eDDA (Electronic Direct Debit Authorization) records.
| Action | Description |
|---|---|
| View authorization records | View all Hang Seng eDDA authorization statuses |
| Reject inconsistent records | Reject records where authorization information does not match client information |
HSBC eDDA Authorization
View HSBC eDDA authorization records.
| Action | Description |
|---|---|
| View authorization records | View all HSBC eDDA authorization statuses |
| Terminate pending records | Terminate records that have been in pending-authorization status for an extended period |
| Download end-of-day eDDA report | Download end-of-day reports for reconciliation and audit |
eDDA is for deposits only
eDDA/eDDI is a deposit direct-debit authorization mechanism that only supports HKD — USD/CNH are not supported. Withdrawals use corporate internet banking channels; do not confuse the two. See eDDA Deposit for details.
Refund Management Module
Refund Management follows a three-step process: Register -> Review -> Process, involving two roles: Customer Service and Operations.
Refund List
CRM Path: Refund Management -> Refund List
Step 1: Register Refund (Customer Service)
Customer Service registers a refund application through the statement record:
- Find the corresponding bank statement record
- Link to the original deposit instruction
- Attach refund supporting documents (transfer screenshot, bank receipt, etc.)
- Submit the refund registration
Step 2: Review Refund (Operations)
Operations reviews whether the refund materials are compliant:
- Approved -> Proceeds to refund processing
- Not approved -> Returned to Customer Service for additional materials
Step 3: Process Refund (Operations)
Operations manually processes the refund and marks it as complete.
Refund Transfer
CRM Path: Refund Management -> Refund Transfer
Finance staff export refund transfer files for batch execution of refund transfers on the banking side.
Refund vs. Reversal
Refund Management handles fund returns proactively requested by users or returned by banks. Reversal is the reverse operation on already-credited funds. For a detailed comparison, see Refund and Reversal.
Blocklist System
Withdrawal Blocklist
CRM Path: Blocklist System -> Withdrawal Blocklist
Clients on this list are blocked from submitting withdrawal requests in the App — the system intercepts them immediately.
| Action | Description |
|---|---|
| View blocklist | Filter blocklist records by UID / date added |
| Add / Remove | Add or remove a client from the withdrawal blocklist |
Restricted Auto Deposit Users
CRM Path: Blocklist System -> Restricted Auto Deposit Users
All deposit methods for clients on this list are routed to manual review; the system no longer auto-credits.
| Action | Description |
|---|---|
| View restricted list | Filter restricted users by UID / date added |
| Add / Remove | Add or remove a client from the restricted list |
Blocklist Scope of Impact
- Withdrawal Blocklist: Only affects withdrawals; deposits are not impacted
- Restricted Auto Deposit: Only affects automatic deposit processing; withdrawals are not impacted
- The two lists are independent — to restrict both deposits and withdrawals, add to both lists separately
Receiving Info Quick Reference
FPS ID
| Receiving Bank | FPS ID |
|---|---|
| Bank of China (HK) | 1166255 |
| ICBC (Asia) | 7522014 |
| Hang Seng Bank | 1517622 |
Payee Name Rules
| Transfer Method | Name Requirement |
|---|---|
| FPS | Must use full name: FUTU SECURITIES INTERNATIONAL (HONG KONG) LIMITED-CLIENTS A/C |
| CHATS / T/T Wire | May abbreviate to: FUTU SECURITIES INTL (HK) LTD (HK must not be removed) |
Receiving Info Notes
- Cashier's Cheques are not accepted for deposits
- Receiving bank SWIFT CODE + payee name + account number must be correct; otherwise the bank will return the funds
- Payee / bank addresses are for reference only and do not affect fund receipt
- Remarks / memo do not affect deposit crediting
Receiving Bank Routing Rules
Different client banks and deposit methods correspond to different default receiving banks. Below are the core routing rules:
Primary Receiving Banks: Hang Seng Bank, ICBC (Asia), Bank of China (HK), CCB (Asia), HSBC, CMBC Hong Kong Branch, CMB Hong Kong Branch
Currency Restrictions by Deposit Method
| Deposit Method | HKD | USD | CNH |
|---|---|---|---|
| BST (CMBC / CMB) | Supported | Supported | Not supported |
| eDDA (Hang Seng / HSBC) | Supported | Not supported | Not supported |
| FPS | Supported | Not supported | Not supported |
| Internet Banking / ATM / Counter | Supported | Supported | Supported |
| Cheque | Supported | Supported | Supported |
| International Wire | Supported | Supported | Supported |
Key Routing Rules
- BST only supports CMBC and CMB (HKD + USD)
- eDDA only supports HKD — USD/CNH are not supported
- FPS only supports HKD
- CNH deposits have no eDDA, no FPS, no BST — only Internet Banking / ATM / Counter / Cheque
- CCB (Asia) internet banking deposits almost always require a transfer receipt
- International Wire is the only option for non-HK banks and requires receipt upload
For the complete receiving bank routing matrix, see Bank Channel Matrix.
Permission Matrix
The following summarizes all permissions required for HK funds modules in CRM.
Deposit Management Permissions
| Permission | Purpose |
|---|---|
CASH_IN_FLOW_VIEW | View bank statements |
CASH_IN_APPLY_VIEW | View deposit applications / instructions |
CASH_IN_APPLY_MODIFY | Create / modify / reject deposit instructions |
CASH_IN_TASK_APPROVAL | Approve deposit tasks (confirm match, approve / reject) |
CASH_IN_TASK_REVERSE | Execute deposit reversals |
ABNORMAL_DEPOSIT_MODIFY | Process abnormal deposits (confirm crediting / suspend) |
Withdrawal Management Permissions
| Permission | Purpose |
|---|---|
PERMISSION_CASH_TASKS_OUT_AUDIT | Audit step review (high-risk withdrawals) |
PERMISSION_CASH_TASKS_OUT_CONFIRM | Confirm step approval (select withdrawal channel) |
PERMISSION_CASH_TASKS_OUT_REMIT | Remittance step execution |
Refund Management Permissions
| Permission | Purpose |
|---|---|
| Refund Registration | CS registers refund applications |
| Refund Review | Operations reviews refund materials |
| Refund Processing | Operations executes refunds and marks status |
Bank Account Permissions
| Permission | Purpose |
|---|---|
| Bank Account View | Query client bank account information |
| Bank Account Review | Review client bank account certification applications |
| Authorization Management | Manage authorization records across bank channels (reject / terminate, etc.) |
Blocklist Permissions
| Permission | Purpose |
|---|---|
| Blocklist View | View withdrawal blocklist and restricted auto deposit list |
| Blocklist Edit | Add / remove users from blocklist and restricted list |
Next Steps
| I want to... | Go to |
|---|---|
| Learn the specific steps for manual matching | Manual Matching Guide |
| Learn the specific steps for withdrawal approval | Withdrawal Approval Guide |
| Learn the specific steps for reversals | Reversal Operations Guide |
| Understand system monitoring and alerts | Monitoring & Alerts |
| Understand the full deposit process | Deposit Methods Overview |
| Understand the full withdrawal process | Withdrawal Lifecycle |
| Check bank channel support | Bank Channel Matrix |
| Look up status codes and error codes | Unified Error Code Center |