When CS Tech Support can ask for e-KYC ?

1) CS Tech Support's Duty & Roles

• Verify if the card falls in any of the scenario below, and update the ticket accordingly & send it back to the agents to reply to the customers.

    * for all IC verification (if have past IC record for the customer) --> E-KYC
    * no past IC data in ULP record --> manual verification          
    * Manual verification can be offered if customers refuse to do E-KYC

** at any cause users do not want to do e-KYC, then proceed to ask verification questions. 

On the other hand, for Fraudblock case,

for R1 level, NO NEED to ask verification questions, agent can ask the customer to perform e-KYC (if not done) and proceed to escalate. Refer to the below:

What is R1,R2 & R3?
It's a risk level set by Mesralink for fraudblock card cases, R1 (lowest) > R2 > R3 (highest)

*R1 (Setel User)*
*R1 (Non-Setel User/Card not linked with Setel)*
*R2, R3 or fail verification (Setel/Non-Setel User/Card not linked with Setel)*R1 (Setel User)

R1 (Setel User)
 Customer complaint --> Agent confirms the card number after checking in Ops portal --> Escalate to CS Tech Support--> CS Tech Support to check R1 and advise to do e-KYC/not--> --> CS Tech Support assign to TechOps --> Card unblocked

R1 (Non-Setel User/Card not linked with Setel)
Customer complaint --> Agent confirms the card number after checking in Ops portal --> Escalate to CS Tech Support--> CS Tech Support check R1 & advise to ask for verification details--> Assign to TechOps --> Card unblocked

R2, R3 or fail verification (Setel/Non-Setel User/Card not linked with Setel)
·Customer complaint --> Agent confirms the card number after checking in Ops portal --> Escalate to CS Tech Support--> CS Tech Support check R2, R3 & advise to ask for verification details -->failed verification --> Escalate to Mesralink (no need e-KYC by the customer)