Who are we ? What do we do ?
Ans : - We are Appreciate, a platform for Indian customers to diversify their portfolios and invest in the US stock market. Also, customers can now invest in the Indian stock market, Mutual fund, RD,FD, and MSME Loans too through this Appreciate app.
We are an IFSCA and SEBI registered broker and investment authorized platform.
Customers can invest in top and innovative US companies such as Facebook, Apple, Amazon, Netflix and Google.
Mission :
Our mission is to improve financial literacy and wealth creation of Indian investors.
Objection handling -
if aadhaar card is shown :
Sir at the starting of this call we have informed you to not to show any other government document except PAN card, hence we cannot proceed with this call further. I request you to try again after some time or you can visit our nearest branch. Thank you for your valuable time. Have a nice day.
Customer confirms incorrect PAN : Mr. XYZ sorry to inform you but the information you are providing is not matching with the data we have in our system.
can you please check it once again and confirm it.
If the customer confirms incorrect PAN again : Mr. XYZ we cannot proceed with this Video KYC further as the details are not matching you can retry this call with correct details. Thank you for your valuable time have a nice day
Incorrect DOB: Mr. XYZ sorry to inform you but the information you are providing is not matching with the data we have in our system.
can you please check it once again and confirm it.
If customer confirms incorrect DOB again : Mr. XYZ we cannot proceed with this Video KYC further as the details are not matching you can retry this call with correct details. Thank you for your valuable time have a nice day
From where did you get my details : Mr. XYZ these are the details which you have filled in Appreciate app
How are you confirming that my pan card is original : Mr. XYZ there is Hologram (silver color sticker) back side of the PAN card which indicates that the PAN is original
Frequently Asked Questions :
1) What if there’s background noise during the video call?
Ans – ask the customer to move himself to the place without disturbance and a plain background
2) After VKYC was rejected, what are the options CX has if he wants to use an Appreciate?
Ans – This situation won’t arise during VKYC call, Agent cannot inform customer that vkyc has been rejected
3) how much time it takes to get the VKYC confirmation from yes bank
Ans – 24 – 48 working hours
4) what are the necessary documents that cx has to carry while doing the VKYC
Ans – Original PAN Card ( Hard copy) , White blank paper and blue or black ink Pen
5) What happens if accidentally CX closes the VKYC window or loses connection?
Ans – Tagging to be done as Unable to Verify and select the appropriate reason in the system
6) What if a customer's document is not getting recognized?
Ans – if it is blurry then ask the customer to sit in proper network area, if still he faces the same problem then Ask customer to retry the same
7) What if the customer's connection is lagging or the video is buffering? What should we do?
Ans – Ask customer to switch the internet connection and move to the proper network area
8) What's if customer does not remember some answers from security questions
Ans – Mark the customer as Unable to verify and ask him to retry
9) what happens if someone appeared on VKYC while switching the camera or doing VKYC
Ans – As per instruction customer has to visit the nearest branch to complete the account opening process as VKYC will be rejected
10) What if CX says he can't do the signature he can show the thumb impression
Ans - customer has to visit the nearest branch to complete the account opening process as VKYC will be rejected
11) what if the system shows a face match below 70%?
Ans – Ask the customer to remove the glasses or headphones or cap (or any other accessories) and retry matching, if it doesn’t matches or below 70 % then reject the VKYC and ask the customer to visit nearest branch to complete the account opening process
12) Can customers complete the Video KYC process from any location?
Ans – Yes
13) How long does the Video KYC process take?
Ans – 3-5 Mins
14) Why is Video KYC required?
Ans – Video KYC is important because it helps banks and financial institutions reduce the risk of fraud and provide a more secure onboarding process. Video KYC is a digital method that allows customers to complete the KYC process from the convenience of their home, without visiting a bank branch
15) how many warnings should I have to give if a customer asks the answer to someone else.
Ans – one warning.
16) If a customer answers security or verification questions incorrectly on the first attempt but provides the correct response on the second attempt, and this occurs consistently across multiple questions, should we continue with the verification process or disconnect the call?
Ans - We can give max 3 attempts for each questions
17) How many attempts is a customer allowed for completing the VKYC process?
Ans - Once VKYC is initiated, there will be no limitations from our side.
18) Why is the call disconnected after the Aadhaar card is displayed during the VKYC process
Ans - Because No fintech companies store the adhar details. Section 32(3) of the Aadhaar Act 2016 specifically prohibits UIDAI from controlling, collecting, keeping or maintaining any information about the purpose of authentication either by itself or through any entity. Aadhaar is an identifier, not a profiling tool.
19) What if it is showing "scanned" after we scan customer's Pan card
Ans - Mark as UTV - and ask the customers to retry with the original PAN Card
20) The face match analysis indicates in Green color 65.8% accuracy?
Ans - Approve above 65% face match
21) What should be done if the scanned PAN card displays a 'scanned' status after processing
Ans - Mark as UTV - and ask the customers to retry with the original PAN Card
22) Poor Quality of Documents: Blurry, unclear, Torn or low-resolution images of documents may be due to customers using OLD/outdated copies that can lead to rejection ?
Ans -
1. old/outdated copied: Mark as UTV - and ask the customers to retry/apply for a new PAN card where the details are visible.
2. Low resolution could also be due to network issues at the customers end so please ask them to retry with a better network