737 ASSESSMENT TEST FOR NEW INTAKES, APRIL, 2021

Osindero Samsom, informed you as a CCA that he just want to start bank 737. The two (2) major things that customers require (NEED) to start 737 banking are________ and _______

• Bank Account and phone number.

• Bank account and PIN

• Phone number and card

• Only phone number and login details

Farouq Rahmna, requested for his Savings account to be debited for his 737 transactions instead of Current account. Is there option to select which account you want debited for 737 transaction?

• No

• Yes

• Maybe

• None of the above

Brown Edivre, inquired how to create 737 transaction PIN. What two ways can he create 737 PIN?

• Create PIN with ACTIVE DEBIT CARD and with NO DEBIT CARD

• Create PIN with DOLLAR DEBIT CARD and with NO DEBIT CARD

• Create PIN with DOLLAR DEBIT CARD and with NO DEBIT CARD

• Create PIN with BLOCKED DEBIT CARD and ANY CARD

Yetunde Precious created her PIN on Wednesday using ''NO DEBIT CARD'' option and initiated N32,000 transfer to Tosin, another GTBank account holder. She did airtime purchase of N1,000 to her Glo phone number, which failed and was released on Thursday. She attempted a USSD NIP transfer of N18,000 to Access bank but was getting error message that she has exceeded her limit. What could be the issue and what is the solution?

• Failed airtime has counted as a valid transaction and the system is calculating her cumulative limit as N51,000. She should reduce the transaction to N17,000 until the next week.

• She has not registered her line for USSD services and should register then attempt again.

• She needs to register her line for USSD.

• It is network issue and should attempt again later.

Osadebe Akpova, complained of unauthorized USSD transaction. For UNAUTHORIZED USSD transaction, you required to do the following EXCEPT.....

• Customer should contact account officer

• Escalate to E-Fraud

• Send USSD dispute form to customer

• Place a restriction on the account

Rukevwe Idemudia, informed you that she created 737 PIN with no card option but has forgotten USSD PIN. When customer has forgotten USSD PIN, what are they required to do?

• Customer calls GTConnect, agent authenticate and raise SR to Supervisor to delete the old PIN to enable customer create another PIN.

• Customer calls GTConnect, raise SR to Supervisor to delete the old PIN to enable customer create another PIN.

• Customer calls GTConnect, agent authenticate and raise SR to the branch to delete the old PIN to enable customer create another PIN.

• Customer calls GTConnect, agent authenticate and raise SR to e-payment to delete the old PIN to enable customer create another PIN.

Chuka Enebeli, complained of a failed bills payment of N5000 via 737. Which unit do you escalate failed 737 bills payment issue to?

• E-Payment Support.

• E-support

• E-transfer

• Supervisor

Queen Marho, created 737 PIN using ''ACTIVE DEBIT CARD'' option but he has forgotten his 737 PIN. What resolution would you give?

• Customer should dial *737*5# and choose option 1 to reset PIN

• Customer call GTConnect, agent authenticate and SR raised to channels to reset PIN

• Customer should contact account officer

• Customer should visit the branch for further assistance.

Alero Bukola, complained of an erroneous airtime purchase of N3000 via 737 to her MTN phone number. The customer requested for reversal of funds. What information would you give to the customer?

• MTN has a non-reversal policy

• It will be escalated to the unit incharge for possible reversal

• Customer should do a share and sell

• Customer should give a duly signed written instruction to enable us initiate a reversal

Nneka Azubike, complained of uncredited airtime purchase of N2,000. During probing, you confirmed on basis that funds is blocked for airtime purchase. What SLA would you give to the customer?

• 24-48 working hours

• 48 hours

• 7 working hours

• Immediately