Manual Verification Questions Version 3 / Jan 2025 LANGUAGE ENGLISH RULES 1. 1 Static + 3 Dynamic questions to be asked 2. Mother's name is a mandatory Static question (Except Company Current Account) – AGENT may only proceed to ask any one of other Static questions if mother's name is not available in Cardlink / CRM 3. Answer to Static question must be correct 4. Customer must answer a minimum of 1 Static question + 2 Dynamic questions correctly to pass verification 5. AGENT should not proceed if customer was unable to pass verification PRODUCT STATIC ( 1 ) DYNAMIC ( 3 ) Online Banking and Deposits (Savings, Current, Fixed Deposits and MCA Accounts) **including Debit Card ** for Online Banking solus acc, AGENT may use loan set of question 1) May I know your mother's name? (COMPULSORY QUESTION) Boleh saya tahu nama ibu Encik/Cik? (SOALAN WAJIB) 2) What is your registered phone number with RHB Bank? (if the call was not from registered number) Apakah nombor telefon berdaftar Encik/Cik dengan RHB Bank? (jika panggilan bukan dari nombor berdaftar) 3) What is your registered email address with RHB Bank? Apakah alamat e-mel berdaftar Encik/Cik dengan RHB Bank? 4) May I know at which branch was your account opened? Boleh saya tahu di Cawangan manakah akaun ini di buka? 1) What was your recent RHB Online Banking transaction that you performed? (i.e. last 14 days) Apakah transaksi terkini Perbankan Internet RHB Encik/Cik? (dalam 14 hari yang lepas) 2) What was your recent JomPAY payment done using RHB Online Banking? Apakah pembayaran JomPAY terkini yang dilakukan menggunakan Perbankan Internet RHB, Encik/Cik? 3) What was your recent reload/topup transaction done using RHB Online Banking? Apakah transaksi tambah nilai/topup terkini yang dilakukan menggunakan Perbankan Internet RHB, Encik/Cik? 4) What is your automatic/recurring payment made from your RHB Online Banking? Apakah pembayaran automatik/berulang yang dibuat dari Perbankan Internet RHB, Encik/Cik? 5) What are other types of accounts that you have with RHB Bank? Apakah jenis akaun lain yang Encik/Cik ada dengan RHB Bank? 6) What was the recent deposit/incoming fund transfer amount you received? (i.e. last 14 days) Apakah jumlah deposit/pindahan wang masuk terkini yang Encik/Cik terima? (dalam 14 hari yang lepas) 7) May I know joint holder's name for your account? (for Savings, Current, Fixed Deposits)
Manual Verification Questions Version 3 / Jan 2025 Boleh saya tahu nama pemegang bersama untuk akaun Encik/Cik? (untuk CA / SA / FD) 8) What is your last ATM cash withdrawal amount? Apakah jumlah pengeluaran tunai ATM terakhir Encik/Cik? 9) May I know your recent debit card transactions/usage? (i.e. last 14 days) Boleh saya tahu transaksi/penggunaan kad debit terkini Encik/Cik? (dalam 14 hari yang lepas) 10) May I know when was your last stop cheque? Boleh saya tahu bila kali terakhir encik/cik membuat pembatalan cek? 11) What is the currency maintained in your Multi Currency Account (MCA)? (Only for MCA accounts) Apakah mata wang yang disimpan dalam Akaun Multi-Currency (MCA) Encik/Cik? (Hanya untuk pemegang MCA) 12) May I know the period of your FD placement? Boleh saya tahu tempoh simpanan, akaun simpanan tetap Encik/Cik? For Company Current Account: STATIC ( 1 ) • Q2, Q3 and Q4 2) What is your registered phone number with RHB Bank? (if the call was not from registered number) Apakah nombor telefon berdaftar Encik/Cik dengan RHB Bank? (jika panggilan bukan dari nombor berdaftar) 3) What is your registered email address with RHB Bank? Apakah alamat e-mel berdaftar Encik/Cik dengan RHB Bank? 4) May I know at which branch was your account opened? Boleh saya tahu di Cawangan manakah akaun ini di buka? DYNAMIC ( 3 ) • Q5, Q6, Q10, Q12 5) What are other types of accounts that you have with RHB Bank? Apakah jenis akaun lain yang Encik/Cik ada dengan RHB Bank? 6) What was the recent deposit/incoming fund transfer amount you received? (i.e. last 14 days) Apakah jumlah deposit/pindahan wang masuk terkini yang Encik/Cik terima? (dalam 14 hari yang lepas) 10) May I know when was your last stop cheque? Boleh saya tahu bila kali terakhir encik/cik membuat pembatalan cek? 12) May I know the period of your FD placement? Boleh saya tahu tempoh simpanan, akaun simpanan tetap Encik/Cik?
Manual Verification Questions Version 3 / Jan 2025 No Verification Question Question Answer 1 May I know your mother's name? (COMPULSORY QUESTION) a. What answer can we accept if for MMN? For Malay, Indian, Sabah & Sarawak name: Father’s name is not necessary to passed the verification For Indian name: Siva Ananthen – can accept if customer mention either one A. Sivaananthen - can accept if customer mention Sivaananthen Sivaananthen – customer must mention in full For Chinese name: Some Chinese names have different spelling and pronunciations. For example; TAN CHUI YIN and customer answers TAN CHUI YEN. We accept as long as 2 out of the 3 names are correct. In this case TAN CHUI is correct, so we accept. MMN Christian name is updated. If Cardlink name is VALERIE TAN MEI LING; Valerie Tan –accepted Tan Mei Ling – accepted Valerie Tan Mei – accepted Mei Ling – accepted Valerie Mei Ling – accepted Valerie – NOT accepted Salutation is not necessary for MMN (Dato’, Datin, Puan, Haji and etc.) If MMN in system only stated “Madam”, please proceed with another static question Family name is not necessary for MMN b. We also noticed that in some customers’ profile in Cardlink, the MMN is the same name as customers. How do we go about this? Accepted. It is assumed that the data has been correctly updated in the system.
Manual Verification Questions Version 3 / Jan 2025 c. Which answer do we accept if customer's MMN updated in Cardlink is not the same as in Onyx Agent is to refer to the MMN updated in Cardlink. Cardlink empty - any system stated is accepted. d. If Customer fails mother maiden name – do not proceed? AGENT proceed to ask remaining 3 dynamic questions. Once completed, the status is fail verification. CC: Customer fails verification – raise SR as per SR guide and assign to CC Fraud. Online Banking and Deposit: Do not proceed. Politely inform customer that you are unable to proceed due to answer provided did not match with records. e. If MMN not available in Cardlink system CC refer Cardlink or CRM Onyx or Bizfuse Online Banking and Deposit: refer Cardlink or CRM Onyx or Bizfuse Onyx Screen: Cardlink is default preference however MMN in any system ( Onyx, Bizfuse) is acceptable. If still not available kindly proceed to ask other static question. f. Minimal differences of pronunciation / spelling. If you are unsure of customer’s pronunciation, please ensure you ask customer to spell the name as justification Example: If Cardlink name is Sakinah, cust answers Sarinah - ask customer to spell 2 What is your registered phone number with RHB Bank? (if the call was not from registered number) a. What answer can we accept if for phone number? Online Banking and Deposit: Agent is to refer to TSSO – RMCP
Manual Verification Questions Version 3 / Jan 2025 b. If call was done from registered phone number, is it AGENT still allowed to ask? Not allowed. 3 What is your registered email address with RHB Bank? a. Which answer do we accept if customer's email address updated in Cardlink is not the same as in TSSO /Onyx CC : Agent is to refer to the email updated in Cardlink PCIC Page 1. Online Banking and Deposit: Agent is to refer to the TSSO – RMI1 Cardlink / TSSO empty – this question considers invalid. b. What answer can we accept if for Email address? Example: [email protected] Customer need to answer complete email address registered. 4 May I know at which branch was your account opened? What answer can we accept if for branch account opened? Online Banking and Deposit: Agent is to refer to Onyx No Verification Question Question Answer 1 What was your recent RHB Online Banking transaction that you performed? (i.e. last 14 days) What answer can we accept if for recent RHB Online banking transaction? Online Banking and Deposit: *for Outward Transaction / Outgoing Transaction Agent is to refer to DCP BO – Activities / TSSO - STI2 (SA) / IMI2 (CA) & Cardlink Refer to payment or transfer transaction performed using online banking (i.e. Internet banking / Mobile banking): DuitNow, fund transfer , DuitNow QR, FPX If customer answer online banking/ Internet banking/ transfer out, the answer is accepted as long as payment or transfer via duitnow/ IBG / Internet banking / Mobile banking
Manual Verification Questions Version 3 / Jan 2025 If customer answered Online/Internet only is not acceptable. Eg: Online – Not accepted Internet – Not accepted Online banking - Accepted Internet banking – Accepted RHB Mobile Banking Apps – Accepted The acceptable answer is type of transaction type or any choice stated above. No need to mention specific bank. If customer answered merchant name? Example: Celcom - Accepted What if customer answer Jompay Payment for this Q’s? Acceptable however agent cannot proceed with the Q’s “What was your recent JomPAY payment done using RHB Online Banking?” if customer already mention the JomPay Merchant/biller for this question. 2 What was your recent JomPAY payment done using RHB Online Banking? What answer can we accept if for recent Jompay Payment? Online Banking and Deposit: Agent is to refer to DCP BO - Activities (Event Filter to Bill Payment JomPay) Sample screen:
Manual Verification Questions Version 3 / Jan 2025 Refer to: Merchant Name E.g.: TNB, TM UNIFI, UMOB, AIA etc. 3. What was your recent reload/topup transaction done using RHB Online Banking? What answer can we accept if for recent reload/top up transaction? Online Banking and Deposit: Agent is to refer to DCP BO - Activities (Event Filter to Topup) Sample screen : Refer to: Merchant Name Eg : Telco Provider Name UMOB, MAXIS, Astro NJOY ,NINTENDO etc. Scenario: if customer answer Merchant name and amount, both must be correct. If customer answer Merchant name only is accepted.
Manual Verification Questions Version 3 / Jan 2025 For your information, RHB MBK offers the following top-up services: 4. What is your automatic/recurring payment made from your RHB Online Banking? What answer can we accept if for automatic/recurring payment? Online Banking and Deposit: Agent is to refer to DCP BO - Schedule Payment Refer to: Payment type e.g.: Own RHB account, DuitNow transfer, Bill payment, other RHB Account ASB, Mortgage etc.
Manual Verification Questions Version 3 / Jan 2025 5. What are other types of accounts that you have with RHB Bank? a. What are other types of accounts that you have with RHB Bank? (e.g. FD,SA,CA,CC) Note: Can accept any one of the account customers has with the bank, excluding the account customer is inquiring about Scenarios: 1. Customer calls to inquire on CC account and has SA and FD account. Customer answers, FD account. Pass verification 2. Customer calls in to inquire on CC account and has no other account. Customer answers CC account. Not acceptable –Agent need to probe further on other than CC 3. Customer calls in to inquire on CC account. Cust have 2 cards. Cust answer another 1 cc –Not accepted 4. Customer calls to inquire about IBK but only has a Savings account. They respond, "I don't have any other account except a Savings Account. An acceptable response would be for the customer to mention other types of accounts they have or state that they don’t have any. 5. Customer have few accounts in IBK. Customer call mention to check my IBK matters. What answer accepted? Customer has : CA and SA = mention either one -accepted. CA and SA = mention both – accepted. CA or SA only = customer should answer don’t have any CA, SA, CC, FD, Loan = mention either one - accepted Loan solus = customer should answer don’t have any. 6. Customer answer ASB / ASB Account – Accepted b. Other types of accounts not active Customer has: Dormant account – Acceptable either customer mention the account or not Purged/Closed – If customer mention the account – Not acceptable. c. If customer have company account Accept Individual account only.
Manual Verification Questions Version 3 / Jan 2025 6. What was the recent deposit/incoming fund transfer amount you received? (i.e. last 14 days) What answer can we accept if for recent deposit/incoming transaction? Online Banking and Deposit: *for inward Transaction / Incoming Transaction Agent is to refer to TSSO - STI2 (SA) / IMI2 (CA) Accept any type of deposit Eg: DuitNow Deposit Cash deposit machine Cheque 7 May I know joint holder's name for your account? (for Savings, Current, Fixed Deposits) Which answer do we accept or screen to refer Agent is to refer to Onyx / TSSO – RMAB Criteria acceptable name? refer to MMN Criteria. 8 What is your last ATM cash withdrawal amount? a. What is your last ATM cash withdrawal amount? Agent is to refer to TSSO - STI2 (SA) / IMI2 (CA) Refer to: ATM cash withdrawal with amount in last 14 days If customer ATM cash withdrawal is more than 14 days. a) If cust answer No withdrawal – Accepted b) If cust mention the amount - Not Accepted b. Customer has 2 cards. Card A and Card B. Customer provides Card Number A but only remembers recent cash withdrawal on Card B, can it be accepted. Yes. As long as it is in any of the active cards.
Manual Verification Questions Version 3 / Jan 2025 c. If customer mentions the amount of the transaction, is the round figure accepted? Not accepted d. For overseas withdrawal. Can customer mention the amount in foreign currency? Accepted as long as the amount in exact figure. If customer answer in RM – Accepted as long as the amount in exact figure. *If customer answer in RM not in exact figure - ask customer to provide the amount in foreign currency. 9 May I know your recent debit card transactions/usage? (i.e. last 14 days a. May I know the recent transaction on your debit card/usage? Note: Any transaction within the last 14 days is accepted on any active cards customer is holding. Online Banking and Deposit: Scenario: a) Can accept any one transaction within the last 14 days, either in AIQA, PCAI, PCTD or PCSD screens in Cardlink. b) Customer can either mention amount, or name, it will be acceptable. c) Customer answer name and amount, both must be correct. If customer answer name only is accepted. d) Customer has 2 cards, Card A and Card B. Customer provides Card Number A but only remembers recent transactions on Card B, can it be accepted. Yes. As long as it is in any of the active cards. b. If customer mentions the amount of the transaction, is the round figure accepted? For example, the transaction amount is RM999. Customer mentions around RM990 or RM1000? Yes. The round figure of plus, minus 10 is accepted. Other examples: 1) RM 7518 – RM 7510 accepted 2) RM 953 – RM 950 accepted 3) RM 279 – RM 200 not accepted 4) RM 158 – RM 155 accepted
Manual Verification Questions Version 3 / Jan 2025 c. What are the recent transaction criteria? Customer may mention either one, combination or all of the following: 1. Description/name 2. Transaction Type 3. Amount CC /IBK rule may mention either one. Scenario: If customer provides a combination of answers, all combinations must be correct. If customer answer description only is accepted. d. For instance, customer has 2 cards, Card A & Card B. customer provides Card number A, but remembers and mentions the recent transaction in Card B. Can it be accepted? Yes. Agent must check all cards if customer has more than 1 card For instance, customer has 2 cards, Card A and Card B. Customer provides card number A, but there are no recent transactions on Card A, only on Card B. If customer answers "no transaction," is this acceptable or not? Accepted as per initial card customer query/provide. 10 May I know when was your last stop cheque? Which answer do we accept or screen to refer Agent to refer TSSO – Page IMI2/ BDS stop cheque inquiry screen. 11 What is the currency maintained in your Multi Currency Account (MCA)? (Only for MCA accounts) Which answer do we accept or screen to refer Currency that available in TSSO – Page MA44. 12 May I know the period of your FD placement? Which answer do we accept or screen to refer An active FD account ,Agent is to refer to Onyx / TSSO - RMAB
Manual Verification Questions Version 3 / Jan 2025 LANGUAGE ENGLISH RULES 1. 1 Static + 3 Dynamic questions to be asked 2. Mother's name is a mandatory Static question – AGENT may only proceed to ask any one of other Static questions if mother's name is not available in Cardlink / CRM 3. Answer to Static question must be correct 4. Customer must answer a minimum of 1 Static question + 2 Dynamic questions correctly to pass verification 5. AGENT should not proceed if customer was unable to pass verification PRODUCT STATIC ( 1 ) DYNAMIC ( 3 ) Credit Card (Active, Supplementary and Business Cards) 1) May I know your mother's name? (COMPULSORY QUESTION) Boleh saya tahu nama ibu Encik/Cik? (SOALAN WAJIB) 2) What is your registered phone number with RHB Bank? (if the call was not from registered number) Apakah nombor telefon berdaftar Encik/Cik dengan RHB Bank? (jika panggilan bukan dari nombor berdaftar) 3) May I know your supplementary cardholder's name? (Applicable only for principle card holder) Boleh saya tahu nama pemegang kad tambahan Encik/Cik? (Hanya untuk pemegang kad prinsipal) 4) May I know your principal cardholder's full name? (Applicable only for supplementary card holder) Boleh saya tahu nama penuh pemegang kad prinsipal Enik/Cik? (Hanya untuk pemegang kad tambahan) 5) What is the expiry date for your card? Apakah tarikh luput kad Encik/Cik? 1) What are other types of accounts that you have with RHB Bank? Apakah jenis akaun lain yang Encik/Cik ada dengan RHB Bank? 2) May I know the amount of your last payment to your credit card? Boleh saya tahu jumlah bayaran terakhir untuk kad kredit Encik/Cik? 3) May I know your recent credit card transaction? (i.e. last 14 days) Boleh saya tahu transaksi kad kredit terkini Encik/Cik? (Dalam 14 hari yang lepas) 4) How did you make your last credit card payment? Bagaimanakah Encik/Cik membuat pembayaran terakhir kad kredit? 5) What is the amount of your recent cash advance or cash withdrawal from your credit card? Berapakah jumlah pengeluaran wang tunai terkini dari kad kredit Encik/Cik?
Manual Verification Questions Version 3 / Jan 2025 LANGUAGE ENGLISH RULES 1. Mother's name is a mandatory Static question – AGENT may only proceed to ask any one of other Static questions if mother's name is not available in Cardlink / CRM 2. Customer must answer a minimum of 3 out of 4 questions correctly to pass verification 3. AGENT should not proceed if customer was unable to pass verification PRODUCT Credit Card New / Inactive 1) May I know your mother's name? (COMPULSORY QUESTION) Boleh saya tahu nama ibu Encik/Cik? (SOALAN WAJIB) 2) May I know your registered email address with RHB Bank? Apakah alamat e-mel berdaftar Encik/Cik dengan RHB Bank? 3) What are other types of accounts that you have with RHB Bank? Apakah jenis akaun lain yang Encik/Cik ada dengan RHB Bank? 6) Please tell me one of automated billing services for your credit card? Nyatakan salah satu pembayaran bil automatik untuk kad kredit Encik/Cik. 7) Please tell me one of installment / easy payment plan that you have for your credit card? Nyatakan salah satu pelan ansuran / pelan bayaran bulanan yang Encik/Cik ada untuk kad kredit?
Manual Verification Questions Version 3 / Jan 2025 4) What is your registered handphone number with RHB Bank? (If call from registered number) Apakah nombor telefon berdaftar Encik/Cik dengan RHB Bank? (jika panggilan bukan dari nombor berdaftar) 5) May I know your supplementary cardholder's name? (Applicable only for principle card holder) Boleh saya tahu nama pemegang kad tambahan Encik/Cik? (Hanya untuk pemegang kad prinsipal) 6) May I know your principal cardholder's full name? (Applicable only for supplementary card holder) Boleh saya tahu nama penuh pemegang kad prinsipal Enik/Cik? (Hanya untuk pemegang kad tambahan) 7) What is the expiry date for your card? *New Apakah tarikh luput kad Encik/Cik?
Manual Verification Questions Version 3 / Jan 2025 No Verification Question Credit Card (Static) Question Answer 1 May I know your mother's name? (COMPULSORY QUESTION) a. What answer can we accept if for MMN? For Malay, Indian, Sabah & Sarawak name: Father’s name is not necessary to passed the verification For Indian name: Siva Ananthen – can accept if customer mention either one A. Sivaananthen - can accept if customer mention Sivaananthen Sivaananthen – customer must mention in full For Chinese name: Some Chinese names have different spelling and pronunciations. For example; TAN CHUI YIN and customer answers TAN CHUI YEN. We accept as long as 2 out of the 3 names are correct. In this case TAN CHUI is correct, so we accept. MMN Christian name is updated. If Cardlink name is VALERIE TAN MEI LING; Valerie Tan –accepted Tan Mei Ling – accepted Valerie Tan Mei – accepted Mei Ling – accepted Valerie Mei Ling – accepted Valerie – NOT accepted Salutation is not necessary for MMN (Dato’, Datin, Puan, Haji and etc) If MMN in system only stated “Madam”, please proceed with another static question Family name is not necessary for MMN b. We also noticed that in some customers’ profile in Cardlink, the MMN is the same name as customers. How do we go about this? Accepted. It is assumed that the data has been correctly updated in the system.
Manual Verification Questions Version 3 / Jan 2025 c. Which answer do we accept if customer's MMN updated in Cardlink is not the same as in Onyx Agent is to refer to the MMN updated in Cardlink. Cardlink empty - any system stated is accepted. d. If Customer fails mother maiden name – do not proceed? Agent proceed to ask remaining 3 dynamic questions. Once completed, the status is failed verification. CC: Customer fails verification – raise SR as per SR guide and assign to CC Fraud. Online Banking and Deposit: Do not proceed. Politely inform customer that you are unable to proceed due to answer provided did not match with records. e. If MMN not available in Cardlink system CC refer Cardlink or CRM Onyx or Bizfuse Online Banking and Deposit: refer Cardlink or CRM Onyx or Bizfuse If still not available proceed to ask other static question. f. Minimal differences of pronunciation / spelling. If you are unsure of customer’s pronunciation, please ensure you ask customer to spell the name as justification Example: If Cardlink name is Sakinah, cust answers Sarinah - ask customer to spell 2 What is your registered handphone number with RHB Bank? (if the call was not from registered number) a. What answer can we accept if for phone number? Agent is to refer to TSSO – RMCP Agent is to refer to Cardlink – PCIC b. If call was done from registered phone number, is it AGENT still allowed to ask? Not allowed.
Manual Verification Questions Version 3 / Jan 2025 3 May I know your supplementary cardholder's name? (Applicable only for principle card holder) Question valid if: a) caller is principal card holder b) Supp card information is shown in the system a. What if the customer misunderstands the question and mentions his/her name as holding an additional card with us? Not Accepted You may rephrase the question by explaining to him/her what is supplementary card. You may also give him/her the example that the supplementary card holder might be his wife, brother, sister, friends, etc. b. Customer used to have a supplementary card holder, but the credit card has been blocked “Q”. Is the question acceptable? The question is allowed. Customer need to answer “NO”/Don’t have If cust still mentioned the card holder’s name (CC block Q), the answer is Incorrect c. If at the beginning of the conversation, customer already mentions that he/she has a supplementary card, is this question still valid? Yes, as long as customer has not mentioned the supplementary cardholders name. d. If customer has more than 1 supplementary card holder, does he/she need to give all the names? Customer can mention at least one name (as per in the system) 4 May I know your principal cardholder's full name? (Applicable only for supplementary card holder) to follow MMN guide (for both principal & supp card holder) 5 What is the expiry date for your card? What answer can we accept if for expiry date? CC : Agent is to refer to the Expiry date updated in Cardlink PCIL Page 2 MMYY (For replacement/renewal - last expired date is accepted)
Manual Verification Questions Version 3 / Jan 2025 No Verification Question Credit Card (Dynamic) Question Answer 1 What are other types of accounts that you have with RHB Bank? a. What are other types of accounts that you have with RHB Bank? (e.g. FD, SA, CA, CC) Note: Can accept any one of the account customers has with the bank, excluding the account customer is inquiring about Scenarios: 1. Customer calls to inquire on CC account and has SA and FD account. Customer answers, FD account. Pass verification 2. Customer calls in to inquire on CC account and has no other account. Customer answers CC account. Not acceptable –Agent need to probe further on other than CC 3. Customer calls to inquire about IBK but only has a Savings account. They respond, "I don't have any other account except a Savings Account." An acceptable response would be for the customer to mention other types of accounts they have or state that they don’t have any. As per IBK DEPO FAQ. b. Other types of accounts not active Customer has: Dormant account – Acceptable either customer mention the account or not Purged/Closed – If customer mention the account – Not acceptable. c. If customer have company account Accept Individual account only.
Manual Verification Questions Version 3 / Jan 2025 2 May I know the amount of your last payment to your credit card? a. What answer can we accept if for last payment amount? Agent to check in Cardlink PCSD / PCTD Today's payment is not considered the last payment. Agent needs to refer to the last payment made before today's payment. b. If customer mentions the payment he/she makes in figure, can it be accepted? YES if customer identifies EXACT amount. NOT ACCEPTED if the customer mentioned wrong amount. – Agent need to ask further: “Is your payment enough to cover your minimum payment or enough to cover your full payment?” As long as the actual figure is correct, the answer is acceptable. Customer answers not sure as someone else pays on behalf. - Not accepted. AGENT is to consider the answer wrong c. Customer has 2 cards. Card A and Card B. Customer provides Card Number A. Customer answers payment in Card A but the latest payment actually in card number B, can it be accepted. Accepted. Details to be checked against the card number customer are inquiring on. Only if there is no payment on that card, then agent is to check against other card accounts. If customer answers payment in card number B – Accepted 3 May I know your recent credit card transaction? (i.e. last 14 days) a. May I know the recent transaction on your debit card/usage? Note: Any transaction within the last 14 days is accepted on any active cards customer is holding. Scenario: e) Can accept any one transaction within the last 14 days, either in AIQA, PCAI, PCTD or PCSD screens in Cardlink. f) Customer can either mention amount, or name, it will be acceptable. g) Customer has 2 cards, Card A and Card B. Customer provides Card Number A but only remembers recent transactions on Card B, can it be accepted. Yes. As long as it is in any of the active cards.
Manual Verification Questions Version 3 / Jan 2025 b. If customer mentions the amount of the transaction, is the round figure accepted? For example, the transaction amount is RM999. Customer mentions around RM990 or RM1000? Yes. The round figure of plus, minus 10 only is accepted. Other examples: 1) RM 7518 – RM 7520 accepted 2) RM 953 – RM 950 accepted 3) RM 279 – RM 200 not accepted 4) RM 554 – RM500 not accepted 5) RM 158 – RM 155 accepted As per IBK DEPO FAQ c. What are the recent transaction criteria? Customer may mention either one, combination or all of the following: 4. Description/name 5. Transaction Type 6. Amount CC /IBK rule may mention either one, combination or all. Scenario: if customer answer name and amount, both must be correct. If customer answer name only is accepted. d. For instance, customer has 2 cards, Card A & Card B. customer provides Card number A, but remembers and mentions the recent transaction in Card B. Can it be accepted? Yes. Agent must check all cards if customer has more than 1 card For instance, customer has 2 cards, Card A and Card B. Customer provides card number A, but there are no recent transactions on Card A, only on Card B. If customer answers "no transaction," is this acceptable or not? Accepted as per initial card customer query/provide. 4 How did you make your last credit card payment? a. If customer made the payment today, how do we determine the payment method? Today's payment is not considered the last payment. Agent needs to refer to the last payment made before today's payment.
Manual Verification Questions Version 3 / Jan 2025 b. If customer pays by cash either over the counter (OTC) or via the cash deposit terminal (CDT), is it acceptable if customer only answers cash payment? Yes. c. IF CUSTOMER ANSWER: Instant transfer/IBFT Online / Internet / IBG Mobile Apps DUITNOW Fund Transfer Transfer from RHB acc Transfer from Other bank Cash ATM / Machine ACCEPT PAYMENT METHOD FOR: ATM or Online Banking (RHB or non RHB) Online Banking IBG / IBFT (Non RHB) Online Banking (RHB or non RHB) Online Banking (RHB or non RHB) ATM or Online Banking (RHB or non RHB) RHB ATM or RHB Online Banking ATM or Online Banking (Non RHB) Over the counter (OTC), Cash deposit terminal (CDT), Automated teller machine (ATM) ATM (RHB or non RHB), Cash deposit terminal (CDT), Cash Recycle Machine (CRM), d. Can we accept the answer cash payment if payment is reflected as 'CC Payment' Yes. When customers make payment via CDT, and the money is not credited on the same day, the branch will credit the money the day after. Once done, the payment reflects as 'CC Payment e. If customer answers payment made via instant transfer, but answer payment made via duitnow, is it accepted? Accepted. Duitnow is the new term for instant transfer
Manual Verification Questions Version 3 / Jan 2025 f. If customer answers payment made via IBG, but answer payment made via instant transfer/duitnow, is it accepted? Not Accepted. IBG is not instant transfer / DuitNow. g. If customer answers payment made via Maybank2u/CIMB Click/Other’s bank IBK platform, is it accepted? Accepted. h. If customer answers payment made via Machine, is it accepted? Yes – If the payment via Cash Deposit Machine /ATM/IBFT i. If customer answers payment made via Machine, but answer payment made via Cheque, is it accepted? Not Accepted. If customer used Cheque deposit machine, customer need to mentioned it Eg: Cheque machine Cheque Deposit Machine j. If customer pays by cash, must the customer specify whether the payment is done OTC or via CDT? No. It sufficient if customer answers cash payment for either method. However, if customer happens to specify cash payment made (OTC or via CDM), customer must get it right k. Most customers do not know how to differentiate payment made via ATM or CDT. They will normally assume that payment via CDT or ATM to be the same and normally answers cash at ATM. Agent needs to probe further from customer if the payment was done at the ATM machine or the Cash Deposit machine. Include IBFT l. If customer mentioned payment via ATM or CDT, but in cardlink showed as cash payment, can it be accepted? Yes
Manual Verification Questions Version 3 / Jan 2025 5 What is the amount of your recent cash advance or cash withdrawal from your credit card? a. What is your last ATM cash withdrawal amount? May I know the last cash advance amount made using any of your credit card Note: Last Cash Advance amount within the last 14 days is accepted on any active cards customer is holding. Scenario: If customer last cash advance/ ATM cash withdrawal in last 14 days. If customer ATM cash withdrawal is more than 14 days. a) If cust answer No withdrawal – Accepted b) If cust mention the amount - Not Accepted b. Customer has 2 cards. Card A and Card B. Customer provides Card Number A but only remembers recent cash advance on Card B, can it be accepted. Yes. As long as it is in any of the active cards. c. If customer mentions the amount of the transaction, is the round figure accepted? Not accepted d. For overseas withdrawal. Can customer mention the amount in foreign currency? Accepted as long as the amount in exact figure. If customer answer in RM – Accepted as long as the amount in exact figure. *If customer answer in RM not in exact figure - ask customer to provide the amount in foreign currency. e. Cash excess is NOT considered as Cash Advance If customer answer cash excess amount – Not accepted. 6 Please tell me one of automated billing services for your credit card? a. For instance, customer has 2 cards, Card A & Card B. customer provides Card Number A, but the auto debit appears in Card B. Customer answers Yes to the question. Is the answer accepted? Yes. As long as the answer is in the system, the answer is acceptable If Card A no automated billing, Card B have automated billing, customer answer no –Accepted as per initial card customer query/provide.
Manual Verification Questions Version 3 / Jan 2025 b. If customer answers: “I have an auto debit with XXX, but I'm not sure on which card. Accepted. Agent must check all cards if customer has more than 1 card c. If customer has an auto debit that is only deducted annually, half yearly and quarterly, can it be accepted? No. Agent may rephrase by asking customer if he/she has any monthly auto debits. d. How about if customer had recently canceled his/her auto debit, but it still appears in customer's recent statement, do we consider customer as still having an auto debit Yes. As long as the auto debit still appears in the statement, customer should answer 'Yes' to the question. e. What are the examples of an auto debit transaction? Astro, Maxis, Fitness First, MAKNA, WWF Customer needs to NAME the merchant i.e. in the above f. Customer just sign up an auto debit. Is the answer accepted? Yes. If the auto debit has been posted in latest 2 statement cycle. If the auto debit just being posted in PCTD /last statement cycle only, Not accepted 7 Please tell me one of installment / easy payment plan that you have for your credit card? What are the examples of installment / easy payment plan? Agent is to refer Cardlink Page EPTB / PCSD / PCTD DAI, Balance Transfer, Cash Xcess , Smart Installment, Balance Conversion
Manual Verification Questions Version 3 / Jan 2025 General guideline No SUBJECT ANSWER 1 If MMN not available, does agent need to complete the full set of verification Q’s? Yes, however the verification considers failed. Agent to use below script: e.g. “Sir/Madam, I’m sorry that I’m unable to proceed as the answers you provided did not match our records.” 2 Is requesting a card number, account number, name or ID a verification question? No, it is not a verification question; rather, it is an identification question. 3 Verification process for inquiry on application status. 4 For loss reporting if no check transaction Please ask identification Q’s (min one) card number, account number, name or ID. 5 For Credit Cards blocked G, N, O, T, what verification questions may we ask? These cards are to be considered as a new card. 6 Do we have to verify the customer if the card is already under the collection department? Depending on the following:
Manual Verification Questions Version 3 / Jan 2025 a) If customer calls in mentioning that his/her card is under the collection department, Agent is to take customer’s card number and check the status. If the card IS under the collection department, Agent does not need to verify customer. You may just provide customer with the collection department’s contact number b) If customer mentions he/she wants to check the card status/if the card is blocked, Agent needs to get customer’s card number and perform verification as normal before revealing that the card has fallen under the collection department 7 If customer has only utilized the card in the 1st 3 months is it considered a new card or an existing card? New card Eg: Z Z Z Z Z Z - Z Z B O Z Z - B O Z Z 1 B 0 Z - 0 Z Z Z B 1 - 1 1 Z Z Z B - B 1 Z Z Z B Also applicable for PF 5 series - CARDLINK 8 Normally current account for sole proprietor the owner name is not updated in BDS. Can we still proceed to verify if the caller claimed that he/she is the owner of the company? No. 9 If a sole proprietor calls in to check his/her company account, do we need to verify the customer again if he/she then wants to check on the personal account? If yes, can we ask the same question such as the IC #? If the external relationship in Onyx is the same name, you need not to verify again but please ask additional 1 question - Regardless Static or Dynamic question. 10 Do we need to verify for every account if the customer has more than one (1) accounts? For instance, company. You need not to verify again but please ask additional 1 question. 11 Can a supplementary cardholder ask for TOTAL OUTSTANDING BALANCE? No. 12 A third party calls in to ask outstanding balance of a cardholder? He/She is not a supplementary of the cardholder. No.
Manual Verification Questions Version 3 / Jan 2025 13 What if the third party is the personal banker for an Premier Customer? Are we allowed to give any information on the credit card? You may give the information pertaining on credit card but NOT personal information like mailing address, MMN, IC #, etc. but ONLY for Premier Customer Relationship Manager. The listing is available from Bank Encyclopaedia. However, if the name is not available, you need to call back the branch. 14 Customer calls in, we manage to verify but then suddenly the line is cut off. But after a while, the customer calls in again and the call goes through the same Agent. Do we need to verify the customer again? Yes, you need to REVERIFY. 15 If customer calls in, we managed to verify then the line cut off. If we call back the customer, do we need to verify again? No, provided the verification process is complete. Not completed : Yes 16 If we call back customer to give some updates on the SR we raised, do we need to verify the customer? AGENT to ask or confirm using identification questions such as a card number or account number or name or ID No verification once customer identity is confirmed 17 What if the SR is raised by Agent A. And TL assigns Agent B to call back the customer to give the updates, does Agent B need to verify? AGENT to ask or confirm using identification questions such as a card number or account number or name or ID No verification once customer identity is confirmed 18 Customer calls in and gives the SR number, he/she needs to know the outcome of the request made, do we need to verify the customer? AGENT to ask or confirm using identification questions such as a card number or account number or name or ID No verification once customer identity is confirmed, if just to inform the outcome but if there is any new updates or further action required, you need to verify. For instance to change redirection of his/her credit card. 19 May we use all the information given upfront by customer as verification? No. Politely inform the customer that you need to ask him/her series of verification questions in order to go through an authentication process.
Manual Verification Questions Version 3 / Jan 2025 20 If the caller voice is a male, but the profile turns out to be a female, how do we proceed? You need to probe further the caller by asking these questions: 1. Are you Miss XXX / Mr. XXXX? 2. Is this your own account / card? 3. Are you the principal cardholder? If he/she confirmed, then proceed the verification question like usual. 21 If the account holder is a Chinese and he/she having difficulty to speak to us either in Malay or English, can a third party answer the verification question on behalf of him/her? No 22 If the account holder is either deaf / dumb, can we verify the third party? No. Advised the customer to go to the branch so that verification can be done via branch. The branch officer who attended the customer, may a service request directly to respective mailbox.