SBM VKYC process

Created by Partners managers, Modified on Fri, 16 Jan at 5:56 PM by Partners managers

Please find below the process for L1 Probing and Action in case a customer reports issues related to VKYC (Video KYC).

Initial Probe:
- If the customer reports an issue with VKYC, identify the specific screen or stage where the issue is occurring.
- Meanwhile, refer to SMT Onboarding > Event to check the VKYC stage status.
  (Please find the reference screenshot attached below.)

If you are able to see the highlighted stage, it means Cx has entered the VKYC process. (Check the Date)

Verification Steps:
- Check Account Status: Verify the customer’s account details in the SBM Profile.
- Check KYC Status: In SMT Onboarding, confirm if the KYC status is marked as Completed.
  - If the KYC is completed, the customer might have received two sets of emails.
  - Please probe further to confirm if both emails were received and the corresponding timelines.
Escalation Criteria:
- If the customer has completed the KYC, and the TAT has been exceeded, but international channels are still not enabled,
  Please highlight the case to L2 BANK for further review.

Refer to the below TAT:

ReKYC / VKYC Completion: 24–48 working hours
International Transaction Channel Enablement: 2–3 working days post ReKYC completion