Chat Knowledge Test WE 5.13

What will need to advise the customer in case that you are not able to see the rules because the transaction is more than 90 days old.

• Educate to send from a store in the meantime.

• Advise 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).

• Advise to contact customer service for assistance.

Please select the correct case taxonomy when account is tainted due to reject and block with RFS.

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

• Profile Assistance: Blocked: Reject and Block

•    Profile Assistance: Blocked: Tainted profile.

Answer explanation

Opening Complaint Case 000003781

   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?

• 1: 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?

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

• 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.

• 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.

Answer explanation

 

What will be the correct description while creating a complaint case when assisting a customer with a directed send and Consumer Fraud Indicators:

• Please, assist with refunding this transaction(s) due to consumer fraud or admitting to consumer fraud red flags (depending on the scenario) Notes from Data Collection and Note Creator Tool, including the collected information (copy paste) Compliance Referral Form number, if applicable (or information that the email with CRF was sent, in case of technical issues with the form)

• Please, assist with a refund of a transaction sent with incorrect account details.

  Intended receiver's details: (provide correct account details)

  Who is accountable for providing the wrong account details: agent/customer (choose as applicable)

• Please, assist with researching this transaction. Consumer states that an incorrect amount was deposited to receiver's account:

  Expected amount:

  Amount that was deposited

Please select the correct taxonomy for a transaction sent with receive option fastsend and Customer experiences a transaction issue:

• Case Reason: Transaction Assistance

  Case Sub-Reason: Payment / Payout Assistance

  Subject: Fastsend

• Case Reason: Transaction Assistance

  Case Sub-Reason: Refund

  Subject: Fastsend

•  

  Case Reason: General Assistance and Comments

  Case Sub-Reason: General Inquiry on MoneyGram Products

  Subject: Fastsend

What we need to tell the customer when the he claims additional fees were charged and incorrect amount was deposit

• Advise the caller that there are no additional fees charged by MGI for depositing the transaction; if any fees were imposed by the bank, they should appear on the statement separately. Inform the sender/receiver to resolve the matter directly with their bank.

  Close the case; refer to Closing Case.

• Advice 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.

• Empathize with the caller, advice that the case needs to be investigated further and inform about a 10 business days time-frame.