Content Comparison

TABLE OF CONTENT

1. Roles & Responsibilities while on duty

2. Escalation Rules

3. Mailing Etiquette

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Bank| DCIR | RESPONSE CODE (transactional failures only)| EFFECT OF FAILURE ON TRANSACTIONS/PORTAL | DATE (Use format YYYYMMDD)

See examples below to guide:

Example : FCMB | DCIR | RC 69 | High response time| MARCH 24, 202420240621

FIDELITY| DCIR |RC 91 | Intermittent time outs| MARCH 24, 202420240622

The expectation is for every escalation there be a 30 min follow up to the escalated bank until resolution.

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