A user emails in and you notice they have two accounts open. What do you do?
Escalate! We're not supposed to handle duplicate accounts.
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 they're not able to pay off their debt yet. What do you do?
Don't escalate! 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
How many tries does a user have to add a card on their account?
20
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?
Feel free to escalate to Tier 2
500
Someone writes in and provides us with their micro deposit amounts. What steps do we take in Scope?
funding > actions > verify micros > enter amounts
500
Where can you find your C-SAT score?
Ask your supervisor for now
(we'll be able to see it on Zendesk soon)