SadaPay

Balance Queries 3

• Negative Balance
• Balance Difference/Running Balance
• Closing Balance

OTP Issues 2

• Login OTP - Local and International Numbers
• Transactional OTP

RAAST 3

• RAAST ID Registration Issues
• RAAST Transaction Issues
• RAAST P2M

Scam Cases 1

• Scam Cases

Snooze & Close chats 2

• When to Snooze?
• When to Close?

Agent Complaints 1

• Agent Complaint Tickets

Communication Guidelines 9

• Key Guidelines for CX Associates
• Response Guidelines
• Good, Standard & Poor Response
• Acknowledging Feedback & Empathetic Statements
• Tone of Voice

View all 9

L2 Back Office Tickets 1

• L2 BO Tickets

Training Manuals 2

• CX Specialist
• CX Project Coordinator

BizAccount Information 8

• Business Account creation and its Benefits?
• Business Account Number & IBAN
• BizAccount Onboarding & Invoicing Access
• Biz Account Limits
• USD to PKR Withdrawal Info

View all 8

BizAccount Issues 7

• BizAccount Deletion & Verification request cancelation
• Client Reported Fraud Cases
• Payment Link Issues & Void Payment
• High Risk Score Clients & Decline Reason
• High Risk Countries

View all 7

JIRA Boards & Resources 5

• Invoicing Disputes Board - ID Board
• Business Transaction Monitoring - BTM Board
• BizAccount PRC
• BizAccount AMC & Tax Certificate
• Biz Account Resources

QA Process 3

• General Evaluation Criteria
• Counter Evaluations
• Onboarding Team QA Evaluations Process

State Bank Reporting 3

• Weekly/ Monthly/ Quarterly Reporting
• Complaints Data Regulatory & Miscellaneous Reporting
• State Bank Complaints

Ops – Card Operations (CDIs) 2

• TCS Issues
• TRAX Issues

Settlements 3

• Overview - Settlements
• Accidental IBFT In (External Bank)
• Accidental IBFT In (SP-SP)

Jira Administration 1

• Overview - Jira Aministration

Training and Enablement 1

• Overview - T&E

Dispute Handling, Review and Escalation 2

• Dispute Types and Dispute Reasons
• Direct & Indirect Ticket Handling & Escalation

Account Deactivations/Reactivations 1

• Overview- Account deactivations an

Remittance Handling 1

• Steps for Remittance Handling

Document Requests 1

• Steps- Document Requests

Remittance Reporting Data 1

• Steps- Remittance Reporting Data

Card Pin Reset 1

• Overview - Card Pin Reset

U-18 Onboarding Segregation & Communication 1

• Overview - U18 Onboarding

Campaign Overview 3

• Spend & Activation Campaign Overview
• Internal FAQs
• User FAQs