FW: New SIM Swap Requirements
Osaretin Osayimwen
Hello Team,
The mail trail refers.
Please note that the ID card must be available in all the requirements and CCRs should keep a copy of the ID Card.
KR
ONOO
From: Nob...@mtnnigeria.net
To: uzor...@yahoo.com; nzed...@yahoo.com; austine...@yahoo.com; omon...@yahoo.com; dick...@kadickintegrated.com; charleson...@gmail.com; tcon...@yahoo.com; assote...@yahoo.com; benjac...@yahoo.com; benjack...@yahoo.co.uk; glaceog...@yahoo.com; odiukot...@yahoo.com; akar...@hotmail.com
CC: Eme...@mtnnigeria.net; Eji...@mtnnigeria.net; Uze...@mtnnigeria.net; Fr...@mtnnigeria.net
Date: Thu, 26 Jul 2012 11:20:46 +0100
Subject: New SIM Swap Requirements
Dear Partners,
There is the need to bring to your notice new initiatives and guidelines in the SIM Swap process.
MTN as a business needs to improve the Customer Experiences as it relates to the SIM swap guidelines.
The frontline staff have been intimated with the new procedures and processes as required for SIM Swaps.
The main security initiative as implemented by MTN is the Security Number for all Customers to protect all their assets with us.
We therefore expect proper Security checks before any SIM Swap is done on any line.
For every SIM Swap request, we expect one or more of following details should be provided by the Customer:
1. Security Number – Unique to every customer and very Important for all transaction. Where customer security number is not available, Customer Care Representatives (CCR) run normal security checks and generate via CRM
OR
2. Customer must have a clear and complete detail on SIM Registration with clear picture to be verified with any form of Identification.
OR
3. SIM Kit (Original or previous Welcome back pack).
OR
4. Where none of the above is available- request for a Sworn Affidavit with customer’s photograph. Please note this option should be the last resort.
It is very important you assist us pass appropriate caution on the SIM Swap requirement to your staff.
This would go a long way to protect MTN as a business and your company from any possible litigations and revenue loss that may accrue from errors.
Thank you for being there.
Best Regards,
Noble Amadi
| Senior Customer Relationship Partner, South East.
Customer Relations Division
cell: +234 (0) 803 200 4362
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