1. Scenario - In case the seller wants to unfreeze the bank details, the agent will first take approval from "Renu" (FOPS) and then will escalate the case to the tech team.
2. In case the lost amount is not remitted, the case will be routed to the tech team instead of FOPS.
3. A seller gets three chances to upload the KYC from the seller panel.
4. If the seller is unable to upload the KYC in the initial three attempts then the seller will get an option to upload the KYC manually.
5. The agent will not escalate the case to the tech unless the seller is facing issues while uploading docs manually given all three initial attempts are failed.
4. The agent will not use the usual training link to schedule the MPS training as a different link is dedicated to attend MPS training.
5. The agent will not escalate any case to tech or any other team without proper information.
6. Today (5th Dec 2020) some Kannada organisation has announced the Karnataka Bhadha due to this pickups might affect.
7. In case of tech integration cases, the L1 agent will tackle the Q/R/C to their best but if unable to handle then the same shall be escalated to the tech desk without fail as discussed earlier as well.