ONBOARDING
What macro do we send when a customer has a duplicate app & approved acct?
Onboarding: Applications – Duplicate Application or Account
What states are not eligible to trade crypto?
Hawaii and Nevada
What does 600 status mean?
This status means that: We did receive the cancellation request from contra firm OR ACATS was rejected and will no longer process.
Where do you look to see if documents are needed to lift an ACH restriction?
Support: Dashboard> Annotations
What SOP do we follow when you see instant is revoked by: revelio_system_email@robinhood.com
Deposits: Instant Deposits – Revelio Process
What documents are acceptable when verifying an address on an application?
A bank statement or utility bill showing a residential address. If neither can be provided, we can accept two alternative bills (insurance, mortgage, etc) to verify residential address.
What order types do we offer with crypto?
Market and Limit orders
What is a partial ACATS
A partial ACATS is a process where selected assets are transferred to another brokerage firm. Depending on the assets requested in a partial ACATS, the transfer can be initiated and completed in 3-5 trading days or up to 5-7 trading days. Partial ACATS requests are manually processed by the ACATS Team.
What annotation do you leave when the ACH restriction tool says the cx has not used buying power and the instants are to stay revoked?
Annotation 1-Removing ACH Restrictions, Leaving Instant revoked
True or False: If a cx initiated multiple transfers within a 48 hour period and all of them reversed, this will be considered 1 reversal.
True
What macro would we send when a customer’s application was rejected and they want to refund a pending deposit?
Onboarding: Applications – Rejections (Pending Deposit)
What is the minimum and maximum amounts that can be withdrawn from ETH using the wallet feature?
Minimum-0.0001 ETH/Maximum Up to $2,999 per day across all cryptocurrencies. Maximum of 10 withdrawals per day(24 hour period), per cryptocurrency
Where do we route rejections that have an annotation of “Type 12”?
Route the case to: CX Money>CX Money>RH Debit Cards
Can you run the ACH restriction tool when there is a pending deposit and what macro will you send?
If one of their deposits is currently pending, send: Deposits: Restrictions – Pending Deposit Must Settle
What are the “High-Risk” reversal reasons?
Payment Stopped, Account Frozen, Corp Customer Advises not Authorized, or Customer Advises not Authorized
What do we do when a cx has an OFAC Flag on an app?
Escalate to Acc Servicing team
Make sure that if there are any other flags or outstanding documents required, it must be resolved prior to escalating to Acc Servicing
SF Escalation Ticket tab: Select “CX General Application”, Request type: “Other”
Once Acc Servicing team confirms this was resolved and confirmed that app was sent for approval, send the final SFA macro
What state is ineligible to create and receive crypto gifts?
New York
How often and when do residual sweeps happen?
Weekly/Fridays
True or False: Instant deposits are revoked permanently when a cx has a second offense
True
If you see the following annotation, what SOP do you follow: “User is included in Experiment ach-bch-model-v1-experiment-lower-threshold as model-v1-prompt”
Usability: Experiments – ACH Balance Checks
What do we do when Tax Certification is the last flag remaining on a customers application?
Once the Tax Certification flag is the only unresolved flag left, route to Acc Servicing:
Brokerage Operations > Account Servicing > Tax Certification
What is the minimum and maximum sale size for LTC?
Minimum=0.00100000/Maximum=250.0000000000000000
If a cx writes in regarding a rejected ACAT In, where do we route the case?
Tier: Brokerage Operations
Group Family: Asset Movements
Group (Skill): ACAT In Rejections
What do you do if the reversal was prior to 11/01/2018 and closed for negative equity?
Route to Core Brokerage
If you get a case & the cx Instant Deposit is set to “In Review” under the new “Instant Eligibility History” section, what steps do you take?
When you receive a case that is “In Review” under the new section, send: Deposits: Instant Deposits – Restrictions (In Review) and place case On-Hold for 3-5 days.