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100

What is minor verification?

Name + DOB  OR  Name + Address

100

Provide examples about high friction documents

providing to third parties because they either contain personal and sensitive information and/or are issued on a periodic basis. Examples include financial statements, welcome letters, government-issued letters, etc.

100

what are the countries that can send for Business?

USA and CAN

200

If the call disconnects and we make a callback, should we make verification again?

the verification you completed before disconnecting will apply

200

name some examples of External links

  • PRADO - Public Register of Authentic travel and identity documents online
  • Index of Government Departments and Agencies
  • Index of utility companies
  • Global list of public utilities
  • List of largest banks in the US
  • Driver's Licence Check
  • EdisonTD  
  • Wikipedia
200

When do we sent a transaction to WCR?

if it's the first time in reviewing a transaction and we need to request more information, we do not call the customer,instead, we move the transaction to WCR

300

What if someone contacts us on behalf of a customer?

Do not disclose any personal or sensitive information to anyone that’s not a verified customer.

Tell them that we’ll need to speak to the customer directly before we can process any requests.  

If they’re on the phone and they say that the customer is right next to them, politely ask them to pass the phone to the customer so we can verify their identity and confirm that they’re allowing another person to speak on their behalf.

300

explain what is Quebec's Document Destruction Policy

it only applies for customer from Quebec, this means that if they send an ID, after we used it we need to destroy the picture, but after we need to leave all the information that is no the ID on our notes

300

Can a customer send money for commercial? explain

yes ...

400

explain in simple words how do we complete a KYC Recheck


  1. Check the status of the address validity.
    • If showing "Not Checked”, click Re-verify KYC in the Automated KYC Validations table to update the status. 
    • If showing "Not valid" or remains as "Not Checked", look for a valid POA on file that verifies the new address. Otherwise, call the customer and request a new POA. If the customer is OOCH or is not available at the moment of review, leave the account in KYC review and remove the KYC Recheck label. This will trigger the customer's succeeding transfers for KYC review until the requirements are met. 
    • If showing "valid", move to Step 3. 
  2. Ensure that the POA satisfies the validity requirements based on the send corridor. 
  3. Keep/Move the account to KYC pass.
  4. Click Add Note in the Customer Notes section.
  5. Add your annotations in the text box.
  6. Click on the radio button next to Remove KYC Recheck. 
  7. Click Save.
400

What is AVS? 

Address Verification Service (AVS) is a third-party service used by merchants to help reduce Card-Not-Present Fraud.
 

400

In what situations a customer can send for Charity?

A customer is sending for charity reasons if they are making a donation for the benefit of a class of persons, animals or the general public.

500

What happened if the customer does not have any completed transaction and we need to do a Major Verification?

we need to ask for the details of the transaction that's in progress

500

Can a customer use a payment method from someone else? and what are the exemptions?

No, a customer can not use a PP from someone else, nevertheless, if the customer is using a PP from his wife or husband we need to look for the relationship on external sources. approve txn as a one time exemption, educate the customer and delete PP

500

How do I action if i think a cx may be involve in a Pyramid schemes but I do not have Insufficient evidence  

Approve