BigPay is our fintech company and, according to the UK’s Business Financing, the most-searched for digital bank in Malaysia. The company is committed to democratising financial literacy, accessibility and well-being in the Asean region by providing accessible, transparent, simple and secure digital financial services. In this report, Big Pay will be disclosing its initiatives and performance under the following material matters: Guest Experience Technology Innovation and Information Security Corporate Governance CORPORATE GOVERNANCE To ensure regulatory compliance, BigPay has put in place systems and processes to ensure adherence to the Anti-Money Laundering Act 2001 (AMLA). This is important given that its operations revolve around financial transactions. Initiatives geared towards AMLA compliance: • Enhanced due diligence review of correspondent agent onboarding, followed by periodic reviews to ensure agents adhere to AMLA requirements • Enhanced customer risk assessment • Enhanced real-time transaction monitoring system logic and threshold, segmented by customer risk profiles, to capture red flags and for prompt submission of suspicious transactions reports (STR) to regulators GUEST EXPERIENCE BigPay has established the following channels on which to engage with its customers: chat, email, phone and social media (Facebook,Twitter and Instagram). To ensure a consistently good customer experience, it has set the following service delivery targets: • < 6 hours for first email response • < 10 minutes chat handling time • < 5% chat abandoned rate • At least 85% Customer Satisfaction score • < 10 hours first response on social media • < 24 hours total resolution time for social media 1 5 8 C A P I T A L A B E R H A D Our Entities (cont’d.)
RkJQdWJsaXNoZXIy ODU0MjU5