NHO
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Sports Betting 101
NATS
Coin Toss
100

What are our 4 player archetypes? 

Enthusiast 

Loyal Fan 

Weekend Warrior 

Professional 

100

What is the KA # for our acronyms?

#3175

100

Chiefs -800 / Dolphins +100 ... Which is the Underdog and which is the Favorite?

The Dolphins are the Underdog (+) and the Chiefs are the Favorite (-)

100

What tab are we clicking on to see the players casino play? 

Casino History 

100

What is the KA # for the POV Directory

#3689

200

What is the name of the system we use to clock in and clock out?

ADP

200

What is the KA # for authentication?

#2773

200

What is the KA # for Bet Rejection Reasons?

#3752

200

Which tabs can you search a player's BET ID in?

Bet History and Bet Ticker/Bet Search
200

What is the easiest way to search the house rules? (button function) 

Ctrl F 

300

What is our main source of communication with peers at HRD?

Slack

300

What 3 pieces of information must we authenticate for a password reset on a locked account?

Date of Birth

Last 4 digits of the Social Security Number

Payment method or last deposit

300

Type of bet based on the number of points the Favorite must win by or the Underdog must lose by less than this amount, tie, or win the game.

Spread

300

In NATS, which states will make the player's KYC status as "Enhanced" once verified?

New Jersey/Tennessee/Michigan

300

What must your emails contain? 

Branded Opening, Acknowledgement statement, Soft Skills (Empathy), Resolution, Branded Closing

400

Name the 6 customer operation roles we have here at HRD.

Due Diligence / Verifications

Vip

Anti Money Laundering 

Payments and Fraud 

Customer Service 

RG

400

How many states are we currently live in? What KA # tells us this?

10 States - KA 3315

400

Type of bet when you can wager on a player to achieve or perform a certain result.

Prop Bet

400

What tab can you see a players average bet size?

Betting Statistics
400

Which Case Reason Level 1 and Level 2 would apply for a Player that needs assistance with getting their bet settled after a game has ended.

Level 1: Betting Queries

Level 2: Settlement Delay

500

Where can you find your People ID #? (Which app and what section)

HiBOB - Profiles - Engagment

500

What is the definition of 2FA? What is the KA # that shares the internal process for managing it? 

Two Factor Authentication - another security measure where the player is sent a text message code for authentication. 

#2877

500

Which type of bet is displayed as System_# on NATS?

Round Robin

500

What two pieces of information do we use to find a Player's account?

Email Address and the NATS ID

500

What are the 5 mandatory case steps?

Contact Details

Case Reasons

Subject

Attached KA

Internal Notes

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