L1 FBSTX (November)

What should CS do if the user provides incorrect data/information at the security question stage?

• CS will follow up again with the User a maximum of 3x and if the User still does not provide correct data then inform them that the problem cannot be helped yet.

• CS will follow up again with the user without a maximum limit until the user can provide the correct data/information for the security question

• CS will follow up again with the User a maximum of 3x and if the User still does not provide correct data then inform them that the problem will be escalated to the relevant team

• CS informs the user to make a report again within 1 x 24 hours because the problem cannot be continued due to incorrect data/security question information being provided.

The following statements are correct regarding the case category Request/Problem, except?

• This case category will always be escalated

• These case categories can be resolved on the CS side/escalation to the relevant team

• This case category must go through the security question stage

• The case categories relate to transactions and non-transactions

What case categories do not need to be asked a security question?

• Inquiry & Non Business

• Requests & Complaints

• Inquiry & Request

• Complaints & Non Business

Where can CS check if the User reporting has received an automatic first response containing a security question?

• Via the Event feature in Zendesk or check the tags section in the left field of Zendesk

• There is no automated first response, CS must send requests manually

• Automate first response will appear in the public reply with the Bot name on the related ticket

• CS click the 3 dots at the top right then select Original Email

The following is the automation reminder scheme for Zendesk reporting tickets that is correct for Pending ticket status, except?

• 3 hours no reply from User then CS follows up manually

• 1x24 hour sent reminder (automatic)

• 2x24 hours the ticket will be solved if there is no reply from the user

• 1x24 hours from the ticket status being solved, if there is no reply from the user the ticket will be closed

For Merchant reports that have not been completed after 20 HK, what is the follow-up for these tickets?

• Tickets need to be reported to the IKN Director

• Tickets can be resolved then create child tickets to continue

• Tickets can remain On Hold until there is an answer from the relevant team

• Tickets can be closed without informing the user

What data cannot be shared openly by CSOs to Users?

• Mobile phone number, residential address and credit card number

• Designation, Business phone number and Office addres

• Social media account, Office phone number and Business email

• User nickname, User social media account and User latest education

Here are some reasons why the StraitsX user's account is locked so they cannot make transactions, except?

• Users are locked for not completing the registration process

• Users are locked for certain reasons based on the monitoring of the Compliance team

• Users are locked by the Fraud team because they are in the process of investigation

• User locked because Periodic Review is overdue

User A made a report related to issue X in ticket 1 and it is Closed but the problem has not been resolved. Some time later User A reported the same thing in ticket 2. What should CSO di in process of data validation?

• CS must send a security question to the User and the User must complete all the data points asked

• CS can continue the User problem in ticket 2 without sending another security question and need to inform the parent ticket in the internal note

• CS can send a Security Question only for incomplete data on ticket 1 if any

• CS does not need to send a Security Question if the data attached to ticket 1 is correct

For blocked transactions, which ones do not need approval from the FDM team to process a refund?

• Name Matching Failed Compliance Blocker and Amount Under Limit Compliance Blocker

• Fraud User Compliance Blocker and Amount Under Limit Compliance Blocker

• The user is new and exceeds 3 DBT per day and Name Matching Failed Compliance Blocker

• The user is new and exceeds 3 DBT per day and a Fraud User Compliance Blocker