Knowledge Check WE 02.11

The owner of a Grocery store in Mexico is calling because he requested to become a MG Agent 3 weeks ago and he was told that resolution could take up to 14 days. What information do you need to document on your case description? Select 2 correct answers.

• Monthly income  amount

• City and Country where the business is located 

• Scanned Tax Report from the last year  

• Name, email address and phone number  of the person interested in becoming an agent

Where would you find the Agent’s servicing team?

• Under the agency’s name in Salesforce

• Next to agent’s legacy ID 

• Servicing Team Field under the agent profile

• The agent needs to provide this info

Which of the below examples indicate that you should follow Handling Agent Support Calls? Select 2 answers

• Customer trying to send but receiving error code 4055

• Agent trying to obtain their agent number

• Agent unable to take the assigned trainings 

• Agent asking for a refund due to duplicated transaction 

What is the name of the queue where you need to escalate cases related to Transaction History Report Problem Solving?

Customer trying to pay for transaction history report got the 4055 error code when trying to process the payment, how would you proceed?

• Ask them to mail a check with the fee to MGI address

• Provide refusal explanation and inform that they will not be able to request the document

• Ask them to use the Contact Us option on the website to receive a resolution from MG

• Ask them submit the request on the website by going to  Help/Service forms/Historical Transaction Request form and  inform them that fee will be waived for them

What is wrong with the below statement?

Mr. Peterson,  once you receive the transaction history report it will contain the sender’s and receiver’s name, the send and receive dates, the name of the sending and receiving location,  the face and fee amounts and the reference numbers.

What should be the case subject for Out of Country Refund calls?

What is the timeframe for out of country refund requests?

For transactions sent from European Union (EU) the sender needs to send their Receipt scan or send form and passport with the stamps of departure from the country the money was sent from. 

• TRUE

• FALSE

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