Description

• Approved E-Money issuer to issue prepaid cards; and
• Approved to provide white-label e-money solutions to partners.

• Responsible for customer onboarding and customer service-related matters (i.e. 1st point of contact for customer facing processes).

Overview

• Oversees E-Money platform and ensures regulatory compliance for all partners.

• Manages customer-facing processes such as onboarding, customer service-related matters (i.e. 1st point of contact) ensuring smooth experience for customers.

Application of Services (Customer Onboarding)

• Ensures customer onboarding adheres to regulatory requirements, including independently performs KYC, e-KYC, and AML/CFT compliance. Provides onboarding tools and processes for partners to follow.

• Handles the customer interface during onboarding, ensuring a smooth experience, and ensures that the process complies with regulations and is user-friendly.

Settlement / Fund Management

• Manages settlement and prefunding processes, ensuring that all transactions between partners and customers are settled in a timely manner.

• Present transparency of financial transactions to end customers by adhering to Fasspay’s standards.

Customer Service and Inquiry

• Manages customer service for inquiries related to E-Money services from Partner.
• Manages issues or queries from regulatory channel.

• Provide first-level customer service by managing account information, offering updates on payment transaction status, and handling dispute resolution.

Fraud Management

• Perform overall compliance and fraud detection, transaction monitoring, secure customer data management, and KYC processes to prevent fraud within the E-Money ecosystem.

• Acts as the frontline fraud response, communicating with customers to resolve fraud-related matters with their customers.

Claims and Disputes

• Handles claims and disputes related to E-Money services.

• Handling disputes from customers, providing timely resolution and communication on complaints on other services provided.