SOP - Video KYC Operations

Flow:

Vkyc Timings:
9am - 9pm

Customer Flow:

Welcome to verification screen → The customer has to choose English or Hindi language → Permissions → Terms and conditions → vkyc process → vkyc ends

End of call messages shown to customer:

Unable to verify - 
Please try again!
The agent was unable to verify your VKYC at the moment. Please retry the VKYC using the same link.

(The customer should be connected back to the same agent)

Approved - 
Your VKYC process is complete!
Your VKYC status will be updated within 48 hours.

Declined -
Your VKYC process is complete!
Your VKYC status will be updated within 48 hours.

Unfortunately, your VKYC has been declined.
Please visit the nearest YES Bank branch to complete your onboarding process.

Agent Unable to Verify reasons-

Business Reasons

• Customer does not have original PAN

• Lack of sufficient light

• Customer asked to reschedule during session

• Location is out of India

• Documents not updated

• Details marginally different

• Other people seen around customer during the call

• Black/Blue pen not available

• Face mismatch % lower than 70%

• Minor PAN

Technical Reasons

• No audio

• No video

• No audio and video - beginning of call

• No audio and video - between the call

• Unstable Internet connection from customers end

• Unstable Internet connection from agents end

Agent Rejection reasons

• 2 or more Security questions answered incorrectly

• Details completely different than documents

• Documents seem tampered

• Prompting

Agent Approval reasons
 when all Q are marked as ‘pass’

Edge cases 
1. PAN hologram not available
2. PAN hologram in the back 
3. PAN black and white
5. If PAN doesn't have a signature - Unable to verify and ask them to retry?

Error Handling 

Curing Scenarios to be built for Concurrent Auditor

VKYC Not Attempted -

1. How many days can we leave the Vkyc open in ‘Pending’
   
   

2. Methods of outreach and - (frequency? And attempts?)

• Email notifications 

• SMS notifications 

• WhatsApp notifications 

• Push notifications on the app 

• IVR

• Manual call (through vkyc center or regular call center?)
  
  

Push notification message - 

• 1-3 days → Complete your VKYC now to activate your account. Tap here to get started.

• 3-5 days → Reminder : Your VKYC is pending. Click here to complete it now!

• 5-7 days → Important : Complete your VKYC to continue enjoying our banking services

• 7-9 days → VKYC deadline approaching! Finish your verification. Tap here!

• 10th day → VKYC deadline today! Complete it now to avoid losing access. Tap here!