Chat - Knowledge Check

The transaction was sent from Canada to Mex, the customer is just asking for the expected date of delivery and you noticed it already passed, how would you proceed?

•     Verify RRN and if details are correct, inform the customer that the transaction was transmitted successfully to the partner, is currently being processed and funds should appear shortly on the receiver’s account

• Verify RRN details and Inform the customer that the transaction was transmitted successfully to the partner, is currently being processed and funds should appear shortly on the receiver’s account as per step# 8 of the article Directed Sends – Problem solving and escalate the case to TRA since the customer is not complaining.        

•    Verify RRN details and Inform the customer that the transaction was transmitted successfully to the partner, is currently being processed and funds should appear shortly on the receiver’s account as per step# 8 of the article Directed Sends – Problem solving and escalate the case to Complaint providing the 90 days TF.

   

The customer is contacting us to change the receiver's name since the current receiver was not able to collect the funds. What would be the correct approach to address the customer’s needs?

 

•  · Educate the customer accordingly since ID amends are not allowed due to security reasons, and promote the self-service instructing the customer on how to cancel the funds.

•   Advise the customer that fee is not refundable for this case

• ·     Ask effective probing questions to understand why the current receiver is not able to collect the funds. I must proceed with the Transaction Receive Problem Solving step by step in case a payout issue is identified.  We must take necessary actions to try to make the transaction available for payout

   

Which of the below mistakes are considered a Critical error?   - Select all that applies

• Failing to verify the sender and receiver’s middle name on a MT Transaction

  Transferring the alerted party  to Holds  skill for a CRRS hold follow up chat since CSD did not resolve the case

• Representative did not complete at least one of the Transaction Receive Problem Solving process stages when the caller indicated payout issues

• Representative refunded a transaction without taking necessary actions to try to make it available for payout

What actions should I take if a Complaint case is open but the TF already passed?

• ·         Open a Dispute case and advise the customer to wait additional 90 days

• ·   Escalate a new case to TRA Escalations with high priority

• ·         Inform the caller that the complaint is being researched, however, you will escalate it to ensure they receive resolution within 14 business days, change the status to pending Response and save the case, document in case comments all relevant details and action taken  

   

The transaction corridor is  Spain to Portugal.  What is the correct resolution TF for Directed Send complaint case

• ·         10 Business days

• ·         40 Calendar Days

• 90 days 

• ·         Up to 15 business days

Please select the correct case taxonomy when we handled a Reject and Block with 3 or more blocks and RFS is provided to the customer.

• Transaction Assistance: MGO Transaction Reject by Automated Rules: Reject and Block

• Profile Assistance: Blocked: Reject and Block

• Profile Assistance: Blocked: Tainted profile.

What will be the action needed if you are not able to see the rules because the transaction is more than 90 days old.

• Send an e-mail to [e-mail], including the below data.

  Customer's name:

  Profile ID:

  Brief description of the issue

• Advice the customer that their profile will be reviewed and they are free to attempt to transact after 24 hours have passed; if they are still unable use their MGO account after that time, they should go to a store location (RFS).

• All of the above.

During a Reject and block there are 1 or 2 blocks and Allows Phone Auth is not on all of them. How would you proceed?

• Advise RFS to the customer

• Change the profile status to Active: ID Pending

• Transfer the chat to MGO ESC

While handling a Browser issue and troubleshooting didn’t solve customers’ issue, what will be the resolution?

• Advise the customer to send an e-mail to [e-mail], including the below. Description of the error they see Stage at which the error appears Screenshots (underline that it is very important)

  Advise them that our IT Team will review the issue and work on the resolution which can take a few days/weeks, depending on the issue complexity.

  Proceed to the next stage.

• If none of the above works, advise them to send from a store location as a temporary solution; refer to Finding Location.

• Advise them to open the site in a private or incognito window that will turn off extensions/add-ons interfering with the website; refer to Private Browsing below. If the customer has other device or connection available, e.g. another computer, wireless network or cellular data, advise them to use it to try opening/logging into the site.

   

 

Please select the correct case taxonomy when we handled a Pending transaction (Transaction Interview sent from US/WAP):

• Transaction Assistance -Transaction Stopped / Denied- Pending Transaction.

• 2-Profile Assistance- MGO Profile / Identity Verification- Address Verification

• Transaction Assistance- Transaction Stopped / Denied- Pending