Workflows

If the customer calls in and say that they got a cash card they did not ordered and they just created an account to call us, do you think we need to verify the account before helping the customer with the issue about getting a card they did not order under their name?

• Yes

• No

Answer explanation

It is not necessary we just need to follow the WF in the KA Cash Card - Received In Error & Found>>Received In Error>>Cash App {Cash Card Not Ordered - Request Info}  and transfer the case to US support.

If the call drops while you are on hold looking for information, we don't need to call the customer back.

• True

• False

Answer explanation

We need to actually call them back 2 more times, if no answer after that, we need to leave a voicemail and transfer to email only if we have already passed PII and there is an email attached to the account.

If we are unable to hear the customer in the call what we need to do?

• Do not give any warning and just end the call.

• End the call the customer 2 more times.

• Transfer the call to voicemail.

• Give 3 warnings, end the call and attempt to call the customer back 1 more time.

If the customer states that someone called them or send an email stating that they will send them $1000 if the send 1st $100 what WF will you use?

• Scam reporting

• Phishing attempt

• Cancel authorized payment

• Identity theft

When we receive a call what is the 1st thing we need to do?

• Transfer the call to voicemail

• End the call

• Put the customer on hold

• Greet the customer and assist them

If the customer provides us with different phone numbers/emails/cashtags to locate the account we just need to pass PII in the account that cf1 populated.

• True

• False

Answer explanation

If the information the customer is providing does not match with the information that cf1 populated, we need to locate the account witht he information the customer is giving us to find the correct one.

If the customer has verified the account with the 1st name, the middle name and the last name in the account and when passing PII the customer only says the 1st and the last name, we can pass PII.

• True

• False

Answer explanation

As long as the customer provides us with the 1st and last name correctly, we can move forward and pass PII.

If a customer says "I don't have an account with you but I got an email from you that I got a payment and I am afraid that someone is using my information to create accounts with you, what should I do?" What WF do you need to follow?

• ATO

• Scam report

• Identity theft

• Misdirected payments

If the customer calls in and states that his/her phone was stolen and their email and phone number was/were removed from the account what WF will you follow?

• P2p disputes

• Lost stolen device

• Account access

• Cash card disputes

If the customer states that do not have access to the account and they have already created a new account what should we do? Considering the account B is already verified and passed PII and the account A is not verified.

• Request the customer to get support through the app.

• Tell the customer to create a new account and call us back when done

• Send the link for account access to prompt the customer to verfiy the account A in the IDV check

• Continue with the account access as normal

Answer explanation

If Account B is verified, the advocate would verify PII for Account B (not Account A)Once verified, customer will follow the Account Access - Investigation & Checklist workflow as normal.

If account A is not verified , follow the step 3 in the IDV Check section and send Cash App {Account Access - IDV}