WorksheetsKnowledge Check WE 02.18
Total questions: 10
Worksheet time: 50mins
What information should you verify with international agents after finding their agent profile?
City and Zip code
Province, City and Country
City and country
City, state and ZIP CODE
When agent ANI is successfully you should only ask the agent for agent number and assist the caller with their request.
True
False
You need to ask a Walmart Agent for the city, state and ZIP code when they need assistance with High Risk Procedure (Reversal)
TRUE
FALSE
What information on the transaction do you need to check to determine how to proceed in an Express payment problem solving scenario?
RC code and biller name
Send date and amount
Transaction notes and case history
Sending location
What would you advise the sender of the transaction that sent the transaction to the correct account number but the RC is incorrect and the RC cross-posts?
To contact the biller and inform them about the issue
Money was sent correctly and that it will be posted to the account with a possible delay
That you will open a report for posting delay and to allow 10 BD timeframe
To request the biller a refund of the transaction
What is wrong with the below statement?
"Mr. Smith, I understand that you sent this transaction to Texas Criminal Justice Dept. and the money was not given to your receiver and you want a refund. I will need to escalate your case to the specialized team, the resolution is up to 15 BD and refund is not guaranteed".
Where are you required to check if the a complaint case has a resolution available?
Transaction notes and case comments
Child case or cases related to original complaint
Appeal case description
Case comments and Investigation and resolution notes
Customer is following up on Partner Servicing case related to an Express Payment, the resolution is available however it is not acceptable to the caller who wants to dispute the resolution. What actions would you take? Select 3 correct answers.
Escalate the open case to complaints queue
Case subject should be Follow-up on [Partner Servicing case number]
Open a child Partner Servicing case from the existing Partner Servicing case
Case record type should be changed to Complaint
In what status will you leave your case when a complaint case stills open and the resolution timeframe has passed?
(a)
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