New Verification Process on GREY/BLACK List

MSport verification has been optimised to foster a faster Resolution to the delight of our customers

Please follow the updated verification steps below for grey/black list customers

• Disclosure of Customers Account details: Just like in our T and C, we do not have any details of our customers details as all transaction are processed by our secure gateway system
• For Accounts on grey/black list: Verification is done by the risk control system automatically and not by any individual or department. We should all speak with one voice
• Sharing Verification Documents with the support team: We are not supposed to share any verification document with the support team as the customer is not supposed to share with us. All documents uploads should be on the verification page.

• CSR should not send any bank asset document to the CS Support group.

     Blacklist audition is done by the risk control system;

      OP team is monitoring the system and can do   some priority adjustment. This should be our communication to our customers as we are all expected to speak with one voice.  Moving forward resolution should not be tied to the operations team. We should only inform the customers that verification is strictly by the risk control system and resolution by the operations team should not be mentioned in any of our engagements be it chat or Email.

    For Emails. We can further reply to the customer by telling them that verification is strictly by the risk control system and for pending verification we can escalate to the ops team to do some priority adjustment so that the pending verification issue can get some attention

• Failed Verification: For failed Verification, we can still escalate to the support team to tell us the reason why verification failed, we can then pass the information to the customers.