Macro
If the customer's account has an Compliance Ban, Sanctioned Country and Account Compromise flag. What flag we will address first?
Sanctioned Country
If a customer reports unauthorized activity to their Coinbase account, the case must be escalated to which group
Account Safety (Trust)
Ondoy is asking about account country settings. He wants to change the country on the account. He wants someone from upper management to call him. Upon investigation, the customer has fiat balance. Which macro/s do you use?
Country - Fiat Balance combined with No outbound Phone Calls
Reviewing Account Flags History in CAT and see screening flags was applied but has been removed. If the flag has been removed, what macro to send?
Pending Screening Cleared
Which macro doesn't need to be edited?
1. General more info needed
2. IDV - name mismatch
3. Underage
Underage
Give at least 2 Macros that should not be edited?
1. Fraud > Escalate to Fraud - Unban Request
2. Ineligible to use Coinbase
3. Account Closure/MAC
4. 1st Response - Hacked Disabled Sign in
5. Feedback - Feature Request
6. New Assets
What macro we will use if the customer is asking for acccount statement in a PDF format?
Reports - escalate to SME compliance
These countries are affected by the FCA High Risk restrictions except for?
A. US
B. Gibraltar
C. Switzerland
D. UK
A. US
This helps the reader to progress from one idea to the next idea.
Transition Phrases
Customer wants to delete account 0 balance BTC WAllet 0.00023
Escalate to T2 SME Compliance since balance is too low
If the customer's flags are Pending Screening ( non- restricting ) and Pending Screening ( restricting ) what will you do?
Proceed with Pending Screening Restricting
What are the Free Form Responses ( Template Macros ).
General > Free Form Template #1 - General
General > Free Form Template #2 - Empathetic
General > Free Form Template #3 - Follow up
General > Free Form Template #3 - Delay
I am currently having trouble in setting up my address. I would like to change my country as it was automatically set to USA when in fact, I am from the Philippines. I couldn't continue verification as I don't have any US address that I can input. Please change the country so I can start trading and be rich.
Retail Onboarding [US] Country - Escalate || Since user country on account is incorrect
When dealing with customers with Underage/COPPA flags, we must consider the following rules before escalating the case to SME - Compliance for review except for ?
A.User states that they are below the age of 18
B. User's DOB cannot be determined
C.User's DOB on account shows they are 18 or older D.User states that they are 18 or older
A. User states that they are below the age of 18
Juan Dela Cruz is a US customer who is asking for assistance to delete his details. He says his bank needs the account number of his coinbase account to withdraw money from the wallet. Which macro/s are we going to use?
* Privacy - Request Deletion in Product combined with General > Free Form Template #1 - General General > Free Form