Apps & Safety
A customer may maintain up to 2 accounts; one personal and one business. TRUE or FALSE
False.
Customers are only eligible to maintain one account. We do not offer business accounts.
Send documents to customers
What are the two main regulatory agencies that are directly over Robinhood?
FINRA
SEC
No matter what, tax documents are required to be sent to customers before February. True or False.
False, Robinhood is not required to send out tax documents before February. This is a rule specific to employers and other types of income documents.
A customer was born on September 27, 2004 and is a United States Citizen. They live in Amsterdam and have an TIN number. Can this customer have an account? If no, list all of the reasons why?
No, the customer needs to be over 18 years of age (1), be a resident within the united states (2), and have a valid SSN (not TIN)(3).
Tip: United States Citizenship has nothing to do with being eligible for an account.
What is considered a valid Government issued ID? (Choose all that apply)
Drivers License
Student ID
Bank Statement
Birth Certificate
Permanent Resident Card
Drivers License
Permanent Resident Card
A message going out to more than 25 people is considered what?
Retail Communication
Where do I add a secondary email on SalesForce?
Contact Details -> Secondary Email
How long can a customer be outside of the US before risking an account closure?
6 months or less
What is a GoodWill Credit?
A customer service gesture of credit towards a customer's account
Who monitors slack?
FINRA and Compliance
What is a back end issue? What doesn't fix it?
Backend problems are things that can’t be fixed with troubleshooting. Restarting the phone won’t help because the problem isn’t with the phone. Oftentimes you will receive info about backend issues through the cx_outage channel in Slack.
How long do you have to wait to sell a referral stock? How long does it take to withdraw the funds from that sale of the referral stock?
Referral stock settlement: T+2
Withdrawal holding period: 30 days
In that order; Temporary closure, full closure, and a specific action is restricted.
What are the 4 Golden Rules of World Class Customer Service?
Be Clear
Write Positively
Focus your Message
Be Useful
In order to receive a 1099, a customer will need to have done 1 out of 3 possible things on their account. What are those 3 things?
Have sales on their account, have more than $600 in referrals, and have more than $10 in dividends.
You need to verify the customer’s account, but they forgot to provide their DOB. They have given their SSN and the email associated with their account correctly.
How do you handle this?
Failure to respond is not considered a miss. Remind the customer of the unanswered PII request
If a customer doesn't want to provide any verification information, what is another option for them?
They can email in from the email that is attached to their Robinhood account.
What restrictions do social media platforms have when customers want to communicate with us through them?
They are public so we won't be able to provide private information and may followup with an email.
1. Tap on the little person in the bottom right-hand corner
2. Tap on Statements & History
3. Scroll down and tap on "Tax documents"