Escalating or not
Scope
The New C-SAT
Macros
Misc.
100
A user emails in with "Don't have email on account anymore", what do you do?
Don't escalate! Give an MFA4 and ask for the email they want on the account.
100
Can we cancel an account that has funds on file?
No! For that situation, we need to tell Tier 2 to reverse the funds on file, which can then be cancelled.
100
What does C-SAT stand for?
Customer satisfaction
100
Should we use the Noise macro after someone says "Thank you"?
No -- be sure to follow up with them!
100
What's the expectation for AHT?
2.8 minutes or lower
200
A user says "Hello is it ok if I get the money to you March - most likely around the 18th. I will not be able to settle the debt until that time". What do you do?
Let the user know that as soon as the user is able to pay the debt would be great, and ask them if they have any other questions or concerns regarding the process.
200
Scope says "payment declined due to Low ID score". What does the user do now?
Apply that FDP Macro! Make sure to use this macro and press open, as it will then become an open case in fraud while providing the customer the information their case is being worked on.
200
What's the maximum C-SAT score?
5.0
200
What macro should you send if someone wants to transfer to their bank?
TTB (Transfer to Bank)
200
What should we do after we check someone's ID?
Redact it!!
300
A user emails in the correct information for a MFA 4, does this need to be escalated?
No, we are able to check these ourselves!
300
A user emails in from an unverified email address that is on file with their account. What do we do?
Verify the email! This fixes some of the problems the user may have, so let's make sure to do this!
300
What is one of the metrics the new C-SAT measures?
Was the agent friendly? Was the agent knowledgeable? Was the agent caring?
300
What's the new macro that you send after verifying someone's bank?
BAV -- this has some new wording we're supposed to use
300
What QA score are we supposed to maintain?
3.0 or higher
400
A user provides MFA4 information, but the bank is wrong. What needs to be done from here?
Escalate to Tier 2! Get a EMFA Macro going and send it on up, as we cannot check these ID's
400
What are two things that Network shows?
Network shows: Same fingerprint, Same IP, Blocked Users, Blocked By Users
400
What is your C-SAT expectation?
4.5
400
What macro do we give customers who are trying to sign in from abroad?
OOC -- this explains the requirements for using Venmo and why they won't be able to access their account
400
What should you do if you merge a new ticket into an open one?
Do the open after you merge!
500
A user emails in asking where her bank transfer is and why it has been delayed. The scope says "payout queued" and the funds have yet to be issue out. What needs to be done?
Let the user know that Venmo is just having to review the payment and the user's funds should be available within 3 business days.
500
What is Jett's Scope ID Number?
#13560626 (pay me please)
500
Where can you find your C-SAT score?
Ask your supervisor for now (we'll be able to see it on Zendesk soon)
500
When do we use the FDP macro?
When a payment is blocked b/c of a low ID score
500
When was Venmo founded?
2009
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