. [Virtual Presenter] Welcome everyone. This is the new Overseas ID Process that we will be rolling out, as of today.. 

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[Audio] Why are we doing this? Well, the actual beginning of the process is very easy, and doesn't actually take long to do. But with the amount of work the Assistant Team Managers currently have, it can be an unwanted hassle sending these out to customers, when trying to complete other tasks. Let's go through the slides on this page.. 

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Our customer calls from O/S and we are having trouble MAN  ID’ing  them.  Please use the template on the following page, to ask for any discretion IMPORTANT: ‘CALL REASON’  Our support team and ATM’s need to know the risk associated with MAN ID. Our bankers are to let the customer know that we will send an them an email containing everything they need to provide.  They need to read this carefully and take the email to the trusted referee.  This is to ensure the process is completed correctly. The banker is then to please let them know that this is not a fast process and could take 10-15 working days from when we receive the email and documents back and to expect a phone call within that time.

[Audio] This slide contains the Overseas ID Template you will need to provide back to your support team.. 

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Overseas ID Template Full Name: Contact Number: Email: Reason for call: Can they Self-Serve: Why did they fail MAN ID: Discretion Y/N: If we have no way of getting them identified, we need to go back to the O/S ID exception process.

[Audio] Once you have been authorized to proceed with Overseas Identification, follow these next steps.. 

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Create a case for the Overseas ID in CRM. 1 Email the Overseas ID template to the email address given by the customer. 2 Make sure you attach the Personal Customer Information PDF to the email. 3 In the subject line, put ‘Overseas ID:’ 4 Top Tip: Save the email template as a favorite, or a signature. 5

[Audio] Once you receive a reply from the customer, along with all the required documents, send all of those through to your A.T.M. They will then take over the case.. 

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Once a reply email is sent back, reach out to your ATM who will take over at that stage.

Overseas ID Process

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Well, the actual beginning of the process is very easy, and doesn't actually take long to do

But with the amount of work the Assistant Team Managers currently have, it can be an unwanted hassle sending these out to customers, when trying to complete other tasks

Let's go through the slides on this page.

This slide contains the Overseas ID Template you will need to provide back to your support team.

Once you have been authorized to proceed with Overseas Identification, follow these next steps.

Once you receive a reply from the customer, along with all the required documents, send all of those through to your A.T.M

Overseas ID Process

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