737 ASSESSMENT TEST FOR NEW INTAKES, APRIL (RETAKEN), 2021

Majekodunmi Eyiwunmi, informed you that she is a new user of bank 737. She inquired from you as a CCA, how to create 737 transaction PIN. In what two ways can customer create 737 PIN?

• ACTIVE DEBIT CARD and NO DEBIT CARD

• DOLLAR DEBIT CARD and NO DEBIT CARD

• Create PIN with MASTERDOLLAR DEBIT CARD and PREPAID DOLLAR CREDIT CARD

• Create PIN with BLOCKED DEBIT CARD or ANY CARD

Chikodi Enebeli, complained of unauthorized transfer of N15,000 via 737. You are expected to resolve the issue. As a CSR, you must take the following steps EXCEPT.....

• Restrict beneficiary's account and block funds.

• Escalate to E-Fraud.

• Send USSD dispute form to customer.

• Place a restriction on the account.

Bashir Adisa, created 737 PIN with no card option and has forgotten his PIN. What resolution would you give?

• Raise SR to channels to delete the old PIN to enable customer create another PIN.

• Customer should use online banking platform to retrieve 737 PIN.

• Customer should contact account officer.

• Raise SR to e-payment to delete the old PIN to enable customer create another PIN.

Maryann Ogbodo, complained of a failed utility bills payment via 737. Which unit would you escalate to for prompt resolution?

• E-Payment Support.

• Collaborations.

• Supervisor.

• E-transfer.

What is the application that agents can use to query Mobile Money transaction?

• MFINO

• POSTILION

• BASIS

• CRM

Uwafili Blessing, informed you that she created her 737 PIN using ACTIVE DEBIT option and has forgotten her 737 PIN. What would customer do to resolve the issue?

• Dial *737*5# and choose option 1 to reset PIN.

• Call GTConnect, agent authenticate and SR raised to channels to reset PIN.

• Customer should contact e-fraud team with written instruction.

• Customer should liaise with account officer.

For erroneous airtime purchase, the following network provider do refund funds for erroneous airtime purchase, expect....

• MTN

• AIRTEL

• 9MOBILE

• MTN

Ugwu Nonso, created 737 PIN using ''NO DEBIT CARD'' option but complained of unable to initiate transfer of N70,000 via 737. What could have been the issue?

• Transfer limit for customers who created 737 PIN using ‘’NO DEBIT CARD’’ option is N50,000 in 7 days.

• It might be network issue.

• Customer might have restriction on account.

• Maybe customer does not have airtime on phone.

Shashore Rahman, 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 working hours.

• 7 working hours.

• Immediately.

Funmi Fadairo, complained of uncredited airtime purchase of N2,000 via 737 to her Airtle number. You confirmed on basis that customer was debited for the airtime purchase. On which application would you confirm the status of airtime purchase?

• CRM

• Postilion

• Basis

• BO Reports