To redact or not to redact
CDD hell
Im calling security
Geography
totally random
100
Csts phone number is included an email they sent to us.
No - Phone numbers (they are not being used as a security question and are no longer high risk)
100
When a document has been rejected by the CDD team (showing in Ninjas as ‘rejected’) but there is no SS on the transfer for them to upload a new one - what button should CS click?
Reset CDD button
100
What must you do when a cst is unable to provide a membership number or transfer number, even after guidance?
100
How many floors does the Eiffel Tower have?
3
100
Taco Bell branded this meal time that they said was between dinner and breakfast
Fourthmeal
200
Cst included the IBAN to their EUR balance in their email to us to confirm the info with CS.
Yes - Account numbers (don’t redact Fraud related refund details)
This includes a customer’s Wise Account numbers
200
The customer was deactivated and wants a balance statement/transfer receipt - can we provide that?
You can provide the statement until the date of the deactivation.
You can provide a transfer receipt, so long as it wasn’t for an incoming or third-party payment.
200
What should you do if the cst requests all information/data on their profile?
If customer is asking for a copy of the data we have on them and with whom their data specifically has been shared, please follow the Data Subject Access Requests (dSAR) procedure.
200
Who did the U.S. buy Florida from?
Spain
200
What is the most widely eaten food in the world?
Rice
300
Cst wants to deactivate their account. They have 25 GBP in their balance that they need a refund so they email us their EUR bank account details.
No - Banking details provided for a refund of remaining balances (especially Fraud and CDD related cases where user is deactivated and have no access to account, OPS/FinCrime will redact after).
If the users can access their Wise account, guide them to add the refund recipient directly.
300
What should you do if you notice a customer was deactivated by CDD, their appeal was rejected and they open a new account.
Let them know they can’t use our services and close the account as a duplicate.
300
Where does Wise store all csts data?
All of our data, for all of our entities (i.e. all our customers), is stored inside the EEA.
300
What state is known as the “Badger State”?
Wisconsin
300
What Is Scotland's National Animal?
Unicorn
400
Cst attached a bank statement PDF to their email to us.
No - Attachments in Zendesk / Twilio. Contact Handling team has created an automation that will make sure that all ticket comments have their attachments redacted after 7 days.
400
Can we accept a tax return as a SOW document?
Yes, tax return is an acceptable document
400
Do we need to redact dates of birth?
Nope!
400
What was America’s first national park?
Yellowstone National Park
400
Which creature has the largest eye balls in the entire animal kingdom?
Researchers believe the colossal squid's eyes are the largest of any living creature, measuring over 27 centimetres in diameter - the size of a football.
500
US cst claims their transfer is late. Its USD, paid via ACH, to EUR. They send us the account number of the account they paid from.
No - Nothing should be redacted from Error Res or Sanction cases.
500
The transfer has been paused although the document has been accepted on the ninja verification page - what should you do?
Click on Re-calculate fincrime under the Verification state on the transfer.
If the button doesn’t work — share the case in cdd-cs-emea-questions. If the customer’s address in the US, post the case in #cdd-northam-cs-questions.
500
The customer would like to delete all their data - what do we advise?
500
Where do U.S. vice presidents live?
on the grounds of the U.S. Naval Observatory
500
The loudest animal on earth
Sperm whale