Knowledge Assessment WO16

Which of the scenarios below is not a "Wrong Amount Paid" scenario?

• Indicative exchange rate

• Taxes/fees imposed

• Payment Discrepancy

• Escheated Transaction

Write the correct case reason, sub-reason and subject for a "Wrong amount paid" scenario.

You can transfer the receiver to MT Escalations, when facing a "Wrong Amount Paid" scenario.

• True

• False

Customers from EEA/UK countries will receive a letter ____ days after their transaction has expired.

On which scenarios you must transfer to MT Escalations?

• You cannot complete a refund due to error message.

• Transaction was originated from UK Post Office.

• Expired transaction is already in RF2 status.

• Refund has to be processed for a voice-restricted agent.

What actions should you take when the receiver calls, stating that they received a letter from the state informing them about the expired transaction that they should collect?

• Advise them to send an e-mail to [e-mail]

• Advise them to including a scan of such letter.

• Advise the caller to have the sender contact MGI.

• Transfer Call and Case to MT Escalations.

While staging a receive the caller provides DOB as following: "My date of birth is 08-14-96 then you should?

• Ask them to repeat it to make sure it is correct

• Ask the caller to confirm if the date of birth is August 14, 1996.

• Ask if that is the date showing on the ID

• Take it as valid without asking for repetition

If the ID number of the receiver auto populates on the call panel when staging a receive, you should copy and paste it to the staging form without asking.

• False

• True

Select all applicable answers about Staging a receive after a Refund

• Gather the address, city and phone number from the send transaction or customer profile, and enter this information to the corresponding fields.

• Ask for and enter the gathered information in the ID Type, ID Number, Issued By and Date of Birth fields.

• ID expiration date is mandatory

• Advise the caller that Transaction is ready to be received and should be picked up within 24 hours,They may proceed to the customer service desk at the agent location with their valid ID.