NEW
Font size
WorksheetsWorkflows
Total questions: 10
Worksheet time: 5mins
If the customer calls in and say that they got a cash card they did not ordered and they just created an account to call us, do you think we need to verify the account before helping the customer with the issue about getting a card they did not order under their name?
Yes
No
If the call drops while you are on hold looking for information, we don't need to call the customer back.
True
False
If we are unable to hear the customer in the call what we need to do?
Do not give any warning and just end the call.
End the call the customer 2 more times.
Transfer the call to voicemail.
Give 3 warnings, end the call and attempt to call the customer back 1 more time.
If the customer states that someone called them or send an email stating that they will send them $1000 if the send 1st $100 what WF will you use?
Scam reporting
Phishing attempt
Cancel authorized payment
Identity theft
When we receive a call what is the 1st thing we need to do?
Transfer the call to voicemail
End the call
Put the customer on hold
Greet the customer and assist them
If the customer provides us with different phone numbers/emails/cashtags to locate the account we just need to pass PII in the account that cf1 populated.
True
False
If the customer has verified the account with the 1st name, the middle name and the last name in the account and when passing PII the customer only says the 1st and the last name, we can pass PII.
True
False
If a customer says "I don't have an account with you but I got an email from you that I got a payment and I am afraid that someone is using my information to create accounts with you, what should I do?" What WF do you need to follow?
ATO
Scam report
Identity theft
Misdirected payments
If the customer calls in and states that his/her phone was stolen and their email and phone number was/were removed from the account what WF will you follow?
P2p disputes
Lost stolen device
Account access
Cash card disputes
If the customer states that do not have access to the account and they have already created a new account what should we do? Considering the account B is already verified and passed PII and the account A is not verified.
Request the customer to get support through the app.
Tell the customer to create a new account and call us back when done
Send the link for account access to prompt the customer to verfiy the account A in the IDV check
Continue with the account access as normal
