Nesting - Week 4

We should ask for a support pin during outbound AFC calls.

• True

• False, no verification is needed.

• False, it's enough to confirm the client's name.

• True, in case the client registered after 2017.

Choose the correct options (multiple):

We can search for an investment on ST admin using the...

• Investment ID

• strategy name

• Investor's UID

• Investor's trading account number

• Investor's registered email address

In which scenarios can we change the client's registered name?

• My name on the ID is Meriam but I entered Maryam.

• I entered my brother's name by mistake.

• My name in the ID is Sebastian but i entered Sapastyen.

• I changed my name officially on my passport.

• • My registered name is Trading Fox, I can't verify my account.

The Ticks report in Backoffice allows you to...

• track the login attempts on the trading account including IP address, time & the device used.

• know the

  highest & lowest Ask/Bid Prices for a certain instrument.

• track high-impact news & key market-moving economic events.

• Track exhaustive details about the client's orders on a specific trading account.

What is the process for this rejection?

• Process the termination for the client.

• Ask the client to do the verification later after they complete the accepted age.

• Send it on Slack to sos-docs-tag-removal channel.

• If the client will be 18 within

  30 days, we can accept the documents.

Match each inquiry with its process from the following.

• do troubleshooting > if still, collect screenshot > escalate the request.

• Change Partner

• check the availability of the current one > if it's available, guide the client how to do it.

• Change Security Type

• Contact Chatbot > add the keyword

• Withdrawal not received

• Collect information > check in BO > identify the issue > explain to the client.

• VPS login issue

• collect information > check the status in BO & processing time > explain to the client.

• Trading complaint

A client asks why they can't withdraw. Upon checking, we found these Blacklist details; what should the process be?

• Ask the client to send an email to AFC team directly.

• Ask the client to wait and it will be removed when the account's review is done.

• Ask the client to provide their payment methods ownership proof.

• Create SF case > Ask what is required from the client > assign it to AFC

A client said that they made a deposit to a fraudster for trading purposes in Exness, but did not hear from them after that.

What should the CSE do?

• Ask the victim to make a claim to the police.

• Ask for proof of the deposit.

• Provide information to the victim about the fraudster.

• Ask for a screenshot of conversation between the parties.

• Verify the client with Support Pin.