Good Morning/Afternoon/Evening thank you for calling Appreciate and my name is xxxxxx. May I know your full name as per your official documents? (Match it with the name appearing in the application profile)
This call is being recorded as per regulatory requirements.
Please have your original PAN Card and white paper along with blue/black pen readily available
Kindly do not display your Aadhaar card during the call
Step: 1 (Constant Question: Ask for annual income and Occupation) - Sir / Madam, please answer the next 2 questions in Yes / No
Customer: Okay
Agent: Please confirm if your annual income Rs 10 lakhs / annum
Customer : Yes / No
In case of mismatch - Agent response - Please re-confirm the details as it is not matching our records. And after the 2nd attempt say - I’m sorry to inform you that the shared details are not matching with the records you have updated on the app. Please check your application and retry again Agent : Please confirm that your occupation is salaried (as per the update on IDfy)
Customer : Salaried / Self Employed / Yes
In case of mismatch - Agent response - Please re-confirm the details as it is not matching our records. And after the 2nd attempt say - I’m sorry to inform you that the shared details are not matching with the records you have updated on the app. Please check your application and retry again
Step: 2 (PAN card capturing) - Sir/ Ma'am please show your original PAN card to the back camera.
(Agent needs to take a picture of the front side of the pan card and crop it
Please show us the back side of the Pan Card (this is for reference check purpose if the Pan card is original and it should be done while the card is in view)
(The agent should manually check the PAN number + PAN name + DOB as per the details mentioned on the screen before proceeding ahead)
Please show us the back side of the Pan Card(this is for reference check purpose if the Pan card is original)
Step: 1 A) – Sir/Ma’am please switch to the front camera and look in the camera to take the selfie
If the customer is wearing specs (and not wearing specs in the PAN image) then ask them to remove any face accessory
click a picture of the customer and crop only the FACE) Remove the eye wear and head wear like cap, hat
PAN image and face match - Yes (Greater than 70%)
PAN not clear: Sir/Ma'am PAN is not clear, can we retry the same at a different location?
If still not clear - Please call back once you get the original pan card. Thank you for calling Appreciate. Have a nice day.
Duplicate PAN: Sir/Ma'am, Our system does not recognise this as the original copy of PAN. We will be unable to proceed further on this call. Request you to try again with the original PAN card. Thank you for calling Appreciate. Have a nice day.
Please answer the two security questions that you have filed on the Appreciate app
Step 5 : Security Question ( DOB / Nominee Details)
Agent : Sir/Ma'am, please confirm the date of birth which you have updated in the App
Customer : DD/MM/YYYY
In case of mismatch - Agent response - Please re-confirm the details as it is not matching our records. And after the 2nd attempt say - I’m sorry to inform you that the shared details are not matching with the records you have updated on the app. Hence, we will not be able to process further
Agent : Please confirm the full name of your nominee
Customer : XXX YY ZZZ
In case of mismatch - Agent response - Please re-confirm the details as it is not matching our records. And after the 2nd attempt say - I’m sorry to inform you that the shared details are not matching with the records you have updated on the app. Hence, we will not be able to process further
Step : 6 Signature Verification : Sir/ Ma'am please sign on clear, plain white paper as per the PAN card in front of the camera.
Agent needs to take the picture of the signature and should see the customer signing the paper. The customer should be requested to turn the camera so the face is visible while finishing off the call
Clear image of signature captured : Thank you Madam / Sir, your VKYC process has been completed. A confirmation will be shared on your registered email ID within 24 working hours. We Appreciate your valuable time. Have a nice day.
In case of mismatch - Agent response - Please re-confirm the details as it is not matching our records. And after the 2nd attempt say - I’m sorry to inform you that the shared details are not matching with the records you have updated on the app. Hence, we will not be able to process further
Note : Agent to give at least two attempts to the customer to re-confirm the details
VKYC Check List
1. Preferable Language
2. VKYC Instructions as per the guidelines
a. Sit in a proper network area
b. No disturbance / distraction
c. No appearance of other person
d. No other documents (Aadhaar card) to be shown
e. Keep your PAN card, white paper and blue or black pen readily available
f. Answer the questions in Yes/No
3. This call is being recorded as per regulatory guidelines
4. Profiling (Give answer to the customer and confirm in Yes or NO
A) Annual Income B) Occupation
5. Ask customer to show PAN card front and back side in the back camera
6. Ask customer to look towards the camera for clicking the picture
7. Security Question (As per IDfy)
8. Signature (Ask customer to sign on white paper by blue / black pen in back camera) (agent to see customer signing)
9. Closing - Thank you Madam / Sir, your VKYC process has been completed successfully & the confirmation will be shared on your registered email ID within 24 working hours. We Appreciate your valuable time. Have a nice day.