Purpose - Video KYC (VKYC) Agent will receive incoming video calls from customers for the purpose of conducting a VCIP (Video-based Customer Identification Process). VKYC Agent is expected to complete customer due diligence as per laid out process and accordingly mark the case as - (Verified / Rejected / Unable to Verify etc.)
During the Video KYC agent will perform the following:
Agent to ask the customer the customer’s full name as per their legal documents.
Live Location check :
If the live location of the customer is outside India, the VKYC Agent should inform the customer to retry VKYC when in India and mark the case as ‘Unable to Verify’
Wherever the live location of the customer (within India) is different from the correspondence address, the reason for the change in location should be asked from the customer
If the customer is trying to login using VPN, the Appreciate VKYC system will not allow the case transmission
- Face match: A similarity score of 70% or higher between a customer's childhood and current image will result in a "Unable to Verify" (UTV) status during Pan and Aadhaar checks. This will be marked by the Checker.
- Headset/Bluetooth: Customers must remove headsets, Bluetooth devices, and similar equipment before connecting with the Vkyc agent.
VKYC agent will be able to view the Appreciate case ID, Name, address and photo fetched from Aadhaar (retrieved while Onboarding)
VKYC Agent will verify responses to 2 constant questions in Yes/No against information pre submitted by the customer. The agent will take ‘Pass’ action if the answers are matching & ‘Fail’ action if they’re a mismatch.
Agent to ensure that there is no prompting by another person while answering the questions.
VKYC agent to request the customer to show the original PAN card. Click on ‘Capture’ when the PAN Card is visible on the screen clearly and crop the excess background.
The agent should ensure that the PAN Card is original by seeing the front and back side of the PAN. The agent can also verify if the PAN is original by looking for the silver hologram on the PAN.
If the displayed PAN is not original, please ask the customer to retry VKYC with their original PAN and mark the case as ‘Unable to Verify’
If the PAN card shown by the customer is visibly damaged or tampered, agent to request the customer to retry the vkyc with the original and undamaged PAN card and agent to mark the case as ‘Unable to Verify’
Once the PAN is captured, IDfy reads the PAN through OCR and the details are checked against the NSDL database
Once the image of PAN is captured successfully, click on the image of PAN and match the details on PAN Card with information displayed on screen
The customer is not supposed to show an Aadhaar card during the video call. In case the same is shown erroneously, Video KYC agent will mark the case as ‘Unable to Verify’ and ask the customer to retry.
Agent to ‘capture’ an image of the customer's face. A clear photograph of the face is to be taken where the complete face including the ears are visible and there is no other face appearing in the photograph frame apart from the customer. Agent will crop the extra space in the photograph.
In case the customer is wearing any face accessories, the agent will request the customer to remove the accessories to get a clear picture. (Please note: Religious accessories like Hijab, Turban, etc should be ignored).
In case the customer is wearing a Burqa, the agent will inform the customer that the VKYC cannot be completed. Such a case should be marked as ‘Unable to Verify’.
2 security questions will be populated on the screen with the right answer visible only to the VKYC agent. The VKYC agent will need to ask the question and match the customer’s answer with that populated on the screen and tag the same as Pass/Fail.
The conversation with the customer should be clear. In case of any disturbances (such as loud disturbances in the background, cross connections, multiple voices, multiple individuals in the background, etc.) the agent will inform the customer to go to a quieter place for recording the conversation and the case should be marked as ‘Unable to Verify’.
The system matches the image on the PAN Card with the customer's live photo. The face match % will be calculated by system. If the score is equal to or more than 70%, agent to click on ‘PASS’. If the score is less than 70%, agent to retry the capture of the customer's live photo - maximum of 3 attempts are permitted for the same. If the match score is still less than 70%, agent to mark the case as ‘Unable to Verify’ as the system will disable the ‘pass’ button under 70% match
Face match % with the image on Aadhar and the customer’s live photo will be calculated by system. If the score is equal to or more than 70%, agent to click on ‘PASS’. If the score is less than 70%, agent to retry the capture of the customer's live photo - maximum of 3 attempts are permitted for the same. If the match score is still less than 70%, agent to mark the case as ‘Unable to Verify’ as the system will disable the ‘pass’ button under 70% match
Agent to request the customer to sign on a plain paper with blue/black ink and will ensure that the signature is done in front of the camera. (Please note: coloured pens, pencils, crayons, sketch pens, etc are not permitted)
Once the signature is done in front of the camera, the agent will request the customer to focus the camera on the signature and capture a clear copy of the signature. Once the clear image of the signature is captured, the agent will crop the excess area. The agent will ensure that the signature remains in sight and is not swapped for a different signature
Once the Video KYC is complete and all validations are successful (i.e., all entries are passed), the agent will click on “Verified”.
In case the VKYC agent is unable to complete the VKYC call on account of business or technical reasons - the agent will tag the case as ‘Unable to Verify’. In such cases, VKYC can be re-initiated by the customer.
In case there is inconsistency in information provided, prompting, PAN not available, validations failed or KYC verification not successful, the case will be tagged as “Rejected”.
Verified and rejected cases are sent by the system to the concurrent auditors queue.
Once the vkyc is done, agent should thank the customer, inform that their call is complete and disconnect the call.
The TAT expected for a VKYC to be verified by the VKYC Agent is 180 seconds