User Disabled Sign In
A new feature that enables customers to disable sign in over the phone if they believe that their account was compromised.
Automated Account Takeover
When is the effectivity date where escalation limit has been raised to $300k?
August 20 at 6pm PT
This is often a sign that customer's email has been compromised.
Customer contacting us saying that they received a password reset email that they did not request.
Customers can fall victim to scam in a number of ways including: (Provide 3)
Over the phone
Via social media
Via email
Where in CAT can we check if a customer disabled their account over the phone?
In Notes under the Account Flags History section in CAT.
What label must be applied to all cases with balances $75k-$300k?
temp_balance_exception
Customer Perspective: Provide an example of customer problem statement indicating email has been compromised.
"My email is hacked! Please lock my account" or "Why am I getting a password reset sms notification from Coinbase?" ETC
True or False. Coinbase will never ask our users to send us funds, nor will we ask for access to a user's account, passwords, or devices.
True
Which 2 flags will appear if a customer disabled their sign in or their account over the phone?
Compromised
Allow self recovery
What do you need to do to remove "Disable Crypto Sends for Account Recovery" flag on a customer's account?
Nothing. The flag will be removed automatically.
When do we escalate to T2 Safety/ SME Safety for email compromised issues?
The T1 WF you are following indicates to do so. OR The Restoring Access Account wf indicates to do so (due to Red flags for example)
Customer Perspective: Provide an example of customer problem statement for user sent funds to scammer issue.
"I got a text saying that I needed to call Coinbase support. I did and it turns out that tech support was fake. All my BTC is out of my account."