MFA
Duplicate Accounts
Macros
Frozen Accounts
Misc.
100
An account has funding sources that have all been deleted on file with no password reset. What MFA do we require?
MFA2
100
There is one account with no funds or funding source on file but another one with just a funding source on file with no funds. What would be the best Macro to use in this case?
DUP1
100
What Macro do we use if there is no reason for a payment decline on a Card?
GCD (General Card Decline)
100
Do we handle Blacklisted users? If not, where do we escalate to?
NO, Fraud Support
100
What does BOLD stand for?
Bring it, Own it, Live it, Dream it
200
There are multiple funding sources on file but a password reset via android. What MFA is required?
MFA1
200
If a user has a question about a payment on file being declined due to p2p_payment_risk_decline but has two accounts, what would be the next action to take in this process.
FDP the user, as the issue is only based on one account and the duplicate account is not the issue for the payment decline.
200
When do you use WRUID?
When one of the WRU matches up with anything in Scope.
200
Do we handle duplicate Indebted accounts? If not, where do we send the case?
No, in this case send it to Chicago (CHI Macro).
200
Name the Venmo Team Leads.
Brittani Mundo, Gwen Cooke, Durrell Johnson, and Dan Bowman
300
A user resets his password after receiving an MCS code, making the code invalid. If the user sent in an ID earlier on the ticket, do we need an MFA? And if so, which one?
No MFA needed! Send the MCS code to the user again, as long the ID is within 7 days and in the same thread.
300
Can we work a ticket where a deemed duplicate account case where one account is indebted and another one has funds on it?
No! Send it up to Tier 2 (Chi)
300
What does the BAV macro stand for and when do we use it? (Must get full question right to be awarded points)
Bank Account Verification and use it when we verify the bank for a customer.
300
Do we handle users with the tag "Seller"? If not, where do we send this case to?
Yes
300
A user states that he cannot answer the last security question when trying to log in on his bank account so it can be linked to Venmo. How would we solve this issue?
Tell them to add it manually!
400
The user guesses a card that has expired but is on file with the account, along with the correct email and phone number in an MFA1 process. Can we send a MCS code to the user?
Yes we can! Send that code ASAP.
400
If a duplicate account case has a user with four different Venmo accounts and one has funds on it, what is the next step in the process?
Work on that ticket! Offer to cancel 3 of the accounts and help them into the account they are trying to reach.
400
What does the EMFA macro do and where does it go?
Escalates an ID and sends the ID to Chicago (Tier 2)
400
Do we handle a duplicate account if one account is "Watchlisted" and the other account has no funds on file? If not, where do we escalate?
Yes
400
Does Venmo charge fees? If so, what are they?
Yes, 3% on credit card charges
500
A user sends his US Passport in to verify his identity, but is logging in from the US Virgin Islands. What is the next step?
The SUA or OOC would be the best route, as you must be in the 50 US States, not a territory or US military base.
500
Do we need to verify the identity of a user if the last name on a duplicate account is different but has a shared fingerprint and same funding source? What if they had same names but no other shared information?
Yes we do need to verify both of these accounts in both cases, as there is not enough information linking the two accounts together.
500
What is the Macro if a user wants to access more than just 90 days of their transaction history? (Must be correct abbreviation)
HIS
500
What steps do we take if a user has made a payment to recover funds on an indebted account and the expected date of the payment is today?
Tell them to wait one more business day and the account should be freed up then.
500
Which mentor has been kicked out of school?
Ashley Steiner
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