Day 7 Review

What actions we need to take as Holds representatives if we find transaction notes in mainframe stating "Confirmed Test Fraud refund to store only"?

• Open a partner servicing support case and transfer the call and case to Escalations department.

• Open a consumer support case and transfer the call and case to escalations.

• Process a refund back to the agent, save and close the case.

You received a call from a sender, the transaction is under AF Holds and you did not find transaction notes indicating a outbound call is required. Choose the correct way to work on the transaction:

• Presume the transaction as valid, remove the transaction hold and advise the customer that funds are available

• Please the caller on hold and make an OBC to sending agent to confirm funds were collected and if the sender was present at the store

• Presume the transaction as fraudulent, transfer the call and case to Escalations.

We determine the Agent's activity as unusual if the sender on the transaction is one of the send agency's employee.

• True

• False

What you do if you receive a SC hold call, there is an open case in CSD queue and all data/documentation was received by MGI, but you are not able to change the case status to pending response?

• Keep the case status as New and place it in CSD queue.

• Open a child case from the related-tab.

• Close the case and place it in CSD queue.

What actions you have to take as follow up when the case was Closed by Compliance Ops under CSD queue with no further instructions, it is SC Cuba and you see the sender requested a refund in the previous case? (Select all applicable)

• Attach provided documentation in corresponding Actimize alert.

• Change case subject to: SC Cuba Intl - Intl Refund Request

• Search for an email received from customer using transaction Reference number.

• Open new Consumer Support case.

Is it the timeframe of 3 business days for a case follow up on SC hold?

• TRUE

• FALSE

When do we have to move a transaction to callback queue?

• When we need additional information from alerted party

• When escalating to L1C

• When we are unable to reach sender to gather additional details

You have a person on a hit as deceased, please select what you should not do

• Do not compare it with data available in the system

• Ask the customer for additional pieces of information

• Consider the hit as strong criteria

Please select 2 examples of strong criteria

• Date of birth - deceased date

• Corridor - place of birth

• Address

• Full name

When collecting data what pieces of information do you need to verify/specify when the relationship is online friends.

• Person`s identity, location where that person resides

• The length of relationship between the sender and a receiver.

• Means and frequency of communication between counterparties.