(April) FazzBiz & STX

Below are the documents that CCO need to request to the user in terms of handling update of registered name due to religious name addition, except?

• Birth Certificate

• Religious Certificate

• New NRIC document which reflects the updated name

• Selfie with new NRIC for users with manual verification

What should CCO do right after changing the ticket status to open when sending an outgoing email?

• Change temporary case category to the correct case category > submit as open

• Change temporary case category to the appropriate case category > submit as pending

• Change temporary case category to the correct case category > submit as on hold

• Change temporary case category to the appropriate case category > tick incomplete data > submit as pending

The following options are cases that should be sent outgoing emails, except?

• Cases where CCO need to contact the user

• Unclaimed deposit

• ID merchant's unassigned deposit

• Negative balance (CIMB Reversal)

What is the correct provision in terms of handling Xfers Send incoming tickets?

• CCO escalate directly to Payment Support

• CCO change case category to 'Unable to complete the withdrawal'

• CCO input transaction details to Gsheet

• CCO escalate directly to Payment Recon

Choose one of the options below, what should be the correct action to handle ticket #6667342?

• CCO should input '2FA Error' as the case category

• CCO should tick incomplete data when resolving the issue

• CCO should handle the case less than 1x24 hours

• CCO should input macro Account::Authenticator App Issues

What is the possible event if CCO don't change the case owner when escalating issue to related department?

• Ticket will be opened automatically within 30 minutes

• CCO handling time increased

• CCO lead will input the ticket to Gsheet SLA over limit

• Ticket will be closed within 1x24 hours

Choose one of the options below, what is the incorrect action to handle escalated ticket?

• Escalation link inputted on internal note

• CCO change the case owner to the correct department

• CCO just put the ticket on hold while thinking of the resolution

• CCO receives follow up from the relevant department according to the SLA

When is the event where CCO should tick incomplete data field?

• Sending outgoing emails

• CCO needs further confirmation from users

• CCO is escalating the case to relevant department

• Following up to users due to lack of data

How is the scheme of using 'Pending' button on zendesk?

• Used for Incomplete User data and Incomplete User action

• Used for Incomplete User data and Incomplete

• User approval

  Used for Incomplete User action and Incomplete User approval

• Used for Incomplete User account update and Incomplete User approval

How long the pending ticket will open when CCO tick the incomplete data field?

• 7 days

• 8 hours

• 30 minutes

• 1 hour