RFIs
When a customer calls upset about a payroll block and an active RFI, this is the correct next step for a CX agent instead of escalating to Risk immediately.
What is helping the customer locate and respond to the request in their Gusto account?
These are the two core reasons Gusto uses Plaid.
What are instant bank verification and real-time balance monitoring?
What does OFM stand for?
What is the Onboarding Fraud Model
This is the internal system where you should ALWAYS check for active payroll blockers before troubleshooting a customer issue.
What is Panda?
This is the Gusto fee charged to a customer for each one-time wire transfer (not including their own bank's fee).
What is $5?
WILD CARD!!
What Gusto Quarter and Year are we in?
Q4 FY26
https://whatquarterarewein.com/
May 1st becomes Q1, FY27
May 1st is the beginning of Gustos Fiscal Year
Gusto restricts Plaid connections to this type of account only — NOT savings accounts — because savings accounts have debit limits that can contribute to fraud.
What is a checking account?
A new customer selects 2-day payroll speed and has a high OFM score. These are the three options they are given to resolve the Earned Access blocker.
What are: Wire funds, Move to 4-day, or Pay by check?
These are the three options available to a customer to unblock a payroll submission blocked by the Fast ACH Threshold, Earned Access Challenge, or Expected Loss (POCM).
What are Wire In, Move to 4-Day, and Pay by Check?
For employees to be paid on the same check date, Gusto must receive the wire by this time.
What is 11am PT?
To avoid using "risk" or "investigation" language, this is the recommended phrase to use when a customer asks why they received an RFI.
What is "Every account on Gusto is subject to different layers of review"?
This bank account status means the account is active but is no longer connected to Plaid.
What is "Disconnected"?
This AI agent, launched in October 2025, automatically approves 71% of manually-reviewed companies and has reduced average wait time by 69%.
What is GROW (Gusto Risk Onboarding Workagent)?
A customer accumulates 5 or more debit failures on faster payments in a given year. This is the Risk-owned blocker placed on their account.
What is a Suspension?
Gusto runs its automated wire matching job this often, between 6am and 4pm PT, Monday through Friday.
What is every 5 minutes?
True or False?
Risk/Assurance team could send an RFI for an employee's direct deposit bank account change?
False
Chase and PNC use these instead of real account numbers via Plaid, which can cause R04 errors if a customer creates a duplicate Plaid item or revokes access directly from their bank app.
What are Tokenized Account Numbers (TANs)?
ACH thresholds for faster payments fall between these two dollar amounts, depending on a customer's risk profile.
What are $200,000 and $500,000?
These are the four statuses an RFI can have. Name at least one.
What are Pending Admin Input, Pending Review, Resolved, and Abandoned?
A customer has an ACH in-flight AND needs wire instructions urgently. Before creating a Risk ticket, you must collect this piece of information from the admin AND get this from them in writing.
What is their email address AND their explicit acknowledgment that they understand and accept the double-dip (both the ACH and wire will be debited)?
This is the standard review window or SLA for the Risk team to respond after a customer has submitted their RFI details.
What is one business day (or 4 business hours for Salesforce tickets)?
If a real-time Plaid balance check on the debit date detects NSF (insufficient funds), Gusto takes this action.
What is canceling the payment proactively before it fails?
When speaking with customers, you must ALWAYS use this name instead of "Risk team," and you must NEVER use words like "flagged," "investigation," or "high risk."
What is the "Assurance team"?
Unlike a Run Payroll Blocker, this type of blocker occurs during the payroll submission flow — after payroll is calculated — when Risk determines a specific payment exceeds a risk threshold.
What is a Submission Blocker?
These are the 6 Risk scenarios that can trigger a wire requirement for a Gusto customer.
What are: Fast ACH Threshold Challenge, Earned Access to Faster Payments, Safe Expedites, Recovery Wires, Payment Underwriting, and Plaid Real-Time Balance (NSF) Block?