If you need to communicate with the AML specialist assigned to a case, the fastest way to do so is via the Notes section on the Platform. If you would like, you can also send the AML specialist an email.
(If you are looking for an update on a case, or when our AML specialist last contacted your client, please refer to the activity log function. For further information on activity logs Click here)
Please note that not all roles have access to update the notes section once the case is in the "In progress" status' therefore you can also create a ticket in the help centre to the First AML support team for assistance.
TABLE OF CONTENTS
Help Centre Ticket Submission
To submit a ticket in the Help Centre:
- Go to Help Centre
- Click on "New Support Ticket" located just below the search bar
- Fill in the details of your request. (Please note that AML Region is referring to which country your reporting entity is based in and providing the First AML case number will help with the response time of your ticket, as this would give the support agent more context about the query).
When a subject or description is entered into the ticket, on the right side there will be a list of possible existing help centre articles that may be able to assist you in the first instance.
If you would like to add a note, simply click on the Notes tab and write your note with your initials and date. This will generate a notification for the AML specialist.
If you would like to send the AML specialist an email, you are able to find their information in the top right hand corner of the case. Click on the page icon and it will copy their email address.