CRRS Hold Type

Transaction under CRRS hold type, sender (non-alerted party) is asking for a refund after you advised that transaction is under review and might be released for payout if we ask the receiver a few questions. What information would you ask before processing a refund?

• Ask if the sender is willing to refund from self-portal 

• Ask for relationship between sender and the receiver and purpose of the transaction

• Ask the sender that we need to speak with the receiver anyways or refund is not possible

• Advise sender to go back to original send store for the refund 

Answer explanation

According to step 5 of CRRS Hold Type Article 4924 if the sender is requesting a refund you need to always attempt to gather the transaction purpose and relationship between the sender and the receiver

Identify and select the incorrect statement about CRRS Hold type

• For follow up calls when the sender or other than sender calls and the transaction was not yet resolved you should Transfer the call/case to the T2_holds skill

• CSD is the name of the queue in charge of reviewing the interview details gathered by you

• Timeframe for CSD queue to place transaction available is 15-30 minutes

• If you notice red flags during the interview you need to transfer the call and case to T2_Holds.

Answer explanation

According to step 9 of the CRRS hold article, you should inform the customer that funds will be available in 15 minutes pending the decision of the other team. 

Subject is not required for CRRS hold type 

• TRUE

• FALSE

Answer explanation

According to step 2 of the CRRS hold article the case subject should be CRRS hold

When using note creator tool during CRRS hold interview  you are required to (select all that applies)

• Enter the reference number on the reference number field 

• Select your site location as (Nicaragua-Sitel)

• Ask for the receiver’s source of funds,  if you are interviewing the receiver (alerted party)

• Paste interview outcome on case description

Answer explanation

You are not required to ask for the receiver’s source of funds if the alerted party is the receiver as clearly the money is coming from the sender of the transaction. 

Receiver (alerted party) is asking to release the transaction but refuses to provide information, what would you advise?

• Explain that by asking them a few questions MGI might be able to release the transaction but if receiver stills refuses ask the sender to call MGI for further assistance 

• Send an email to [e-mail] asking for the transaction to be released 

• Escalate the request to CSD queue

• Transfer the call and case to T2_holds for assistance

Answer explanation

According to step 5 of CRRS knowledge article  we need to explain that by asking them a few questions MGI might be able to release the transaction but if receiver stills refuses ask the sender to call MGI for further assistance 

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