Gemba Qs - Complaints

Which type of case had the most number of escalations for 2024?

• Stop-Out

• Deposit / Withdrawal

• Illiquidity

• Slippage

What is Slippage?

• Market order executed at a different price than requested.

• Pending order executed at client's requested price

• Market order executed at client's requested price

• Pending order executed at a different price than requested.

Which type of cases the team can complaints team handle (Select all that apply)

• Unable to close their trade

• Cannot receive SMS code

• Deposit issues leading to stop-out

• Unable to upload document for KYC

A complaint posted on facebook is categorised as :

• Formal Complaint

• Regulatory Complaint

• Social Media Complaint

• Internal Management Complaint

Who can assist the team if the client repeatedly returns (more than 3 times), dissatisfied with the resolution or explanation given?

• Compliance Team

• Trading Team

• Management Team

• Hicham - Head of Department

What is the objective of complaints team?

• The team’s goal is to
  reduce customer dissatisfaction and ideally,
  reinforce customer loyalty more;
  by providing
  fair and transparent resolution while standing with our core values.

• The team’s goal is to
  increase trading activity and ideally,
  reinforce customer loyalty more;
  by providing
  fair and transparent resolution while standing with our core values.

• The team’s goal is to
  increase customer dissatisfaction and ideally,
  reinforce customer loyalty more;
  by providing
  fair and transparent resolution while standing with our core values.

• The team’s goal is to
  reduce customer dissatisfaction and ideally,
  treating moderate client's better;
  by providing
  fair and transparent resolution while standing with our core values.

Which of the following is trading related incident?

• Backoffice is down

• Domain Blocked

• Network Issues (SMS)

• Price is not moving

1. What is the purpose of the Compensation Tool?

• To automate compensation during INCI

• 
  To validate client activity

• To track trading activity of client

• To communicate client on compensation

Which team is responsible for determining client compensation eligibility?

• Payments

• TRP

• Complaints

• AFC

What is an Incident?

• Unplanned Event that caused a failure of any Exness service that affects internal of external clients
  

• Schedule downtime of our systems that clients are aware of
  

• Failure at any Exness service that affects internal of external clients
  

• A bug in the code that leads to the compilation error