The purpose of this process is to enable the administrator(s) to easily understand the escalation process on high risk clients account.

　　Responsibilities Summary:

　　1: Receive Inbound Call

　　2: Verify Caller

　　3: Obtain query information

　　4: Check systems

　　5: Update client details

　　6: Update customer remarks

　　7: Change status of Plexus work item

　　8: Upload a document

　　9: Conclude call

　　10: Refer customer to branch

　　11: Update comments on client systems

　　12: Hold 99 Escalation Process

　　13: Prep Handoff

　　Debit Order Disputes/ADO Standard operating Procedure

　　Responsibilities Summary:

　　1: Receive Inbound Call

　　2: Listen to Clients Request

　　3: Confirm Client Request

　　4: Authenticate Client

　　5: Obtain Debit Order Information

　　6: Client opt to Dispute telephonically

　　7: Put Client through to Terms and conditions

　　8: Provide client with feedback

　　9: Check if client is due for a KYC/CRS Refresh

　　10: Update customer remarks

　　11: Conclude Call

　　12: Provide Relevant Departments Contact(s) details to client

　　13: Transfer Call to relevant Department

　　14: Client Dispute Via FNB App

　　15: Conduct KYC Refresher

　　16: Update REGL Screen

　　17: Conduct CRS Refresher

　　18: Advise to check SMS/Email sent to avoid account being frozen

　　Description of inputs:

　　Calls are received from the various service units

　　All calls are received through communix and actioned on client systems

　　Investment Banking(CLM)