Neo Style
Giving Little Unexpected Extras
What is GLUE
This department handles Deceased Customers
Central Ops
The number of live chats you are expected to handle at once
What is two
The SLA for a new Ticket
What is 24 hours
The Chief Executive Officer of Neo Financial
Who is Andrew Chau
The Emoji tone you should use when speaking on behalf of Neo
What is Yellow
Which Department handles Unauthorized Transactions (Chargebacks)?
What is Fraud
How do you authenticate over Social Media (Sprout)?
What is "you don't"
The SLA for an Open Ticket
What is Three Business Hours
Earn 2.25% interest on every dollar
What is the Neo Money Account
Showing up for your shifts, having a positive attitude and collaborating with your team and peers
What is Being PRESENT
How you escalate an issue to Triage/T2?
What is Macro workflow in ZenDesk
These are the three channels that VX handles
What are Emails, Live chat and Social Media
The SLA for our Social Media channels (Sprout)?
What is 30 minutes
When Neo facilitates the return of funds on behalf of the customer
What is a Chargeback
A friend patiently helping a friend is...?
What is Neo's Voice?
Your status in Amazon Connect
What is Emails
This Neo Product requires a SIN in order to obtain
What is the Neo Money Account
The 2 types of Chargebacks that we deal with
What are Fraud and Disputes
To put yourself in the Customer's shoes is what...?
What is Empathy?
This Department typically handles ID’s & Proof of Addresses?
What is Onboarding
This Inbox is reachable only by emailing engagewithus@neofinancial.com
What is the EngageWithUs Inbox
If you cannot resolve a complaint within 24 hours, you must escalate it to...
What is a Team Leader?
All of our processes in procedures are found via this tool
All of our processes in procedures are found via this tool