Knowledge Check WE 02.18

What information should you verify with international agents after finding their agent profile?

• City and Zip code

• Province, City and Country

• City and country

• City, state and ZIP CODE

When agent ANI is successfully you should only ask the agent for agent number and assist the caller with their request.

• True

• False

Answer explanation

If the agent is ANI is successful there is no need to ask further verification, you should proceed and assist the agent with their request.

You need to ask a Walmart Agent for the city, state and ZIP code when they need assistance with High Risk Procedure (Reversal)

• TRUE

• FALSE

Answer explanation

For Walmart or CVS agents  if they ask for assistance with High Risk Procedure you should transfer the call to MT escalations, asking city, state and ZIP code is no required. 

What information on the transaction do you need to check to determine how to proceed in an Express payment problem solving scenario?

• RC code and biller name 

• Send date and amount

• Transaction notes and case history

• Sending location

What would you advise the sender of the transaction that sent the transaction to the correct account number but the RC is incorrect and the RC cross-posts?

• To contact the biller and inform them about the issue 

• Money was sent correctly and that it will be posted to the account with a possible delay

• That you will open a report for posting delay and to allow 10 BD timeframe 

• To request the biller a refund of the transaction 

What is wrong with the below statement?

"Mr. Smith, I understand that you sent this transaction to Texas Criminal  Justice Dept. and the money was not given to your receiver and you want a refund. I will need to escalate your case to the specialized team, the resolution is up to 15 BD and refund is not guaranteed".

Answer explanation

We should not open a partner servicing case for transactions sent to FBPO or JPAY and Texas Criminal Justice Dept. is part of JPAY network.  You need to refer the caller to the correctional for further assistance, we can only assist with posting issues.

Where are you required to check if the a complaint case has a resolution available?

• Transaction notes and case comments 

• Child case  or cases related to original complaint

• Appeal case description

• Case comments and Investigation and resolution notes

Customer is following up on Partner Servicing case related to an Express Payment, the resolution is available however it is not acceptable to the caller who wants to dispute the resolution. What actions would you take? Select 3 correct answers.

• Escalate the open case to complaints queue 

• Case subject should be Follow-up on [Partner Servicing case number]

• Open a child Partner Servicing case from the existing Partner Servicing case

• Case record  type should be changed to Complaint

In what status will you leave your case when a complaint case stills open and the resolution timeframe has passed?

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