Foundations
What is the CX mission?
To deliver world-class service at scale
What are the requirements for a Robinhood Account?
Must be 18 years or older
Must have a valid SSN
Must have a U.S. residential address
Must be a U.S. citizen, U.S. permanent resident, or have a valid U.S. visa
What is the default 2FA for our accounts here at Robinhood?
Device Approvals
5 business days
Who's favorite drinks to make are Vegas Bombs and Jager Bombs?
Danae
Where are our 4 main customer service sites?
Denver, Lake Mary, Westlake, Chicago
True
What does UAR stand for?
Unverified Account Recovery
What do we ask for when a deposit reverses?
To make a new deposit and cover the deficit
Who's got a snake named after a pokemon?
What are the Robinhood Company Values? (DAILY DOUBLE WOO!)
Participation is power, lean and disciplined, high performance, radical customer focus, one robinhood, first principles thinking, safety first
What tab holds the "Deactivation Checklist?"
Restrictions
When do we send the KYC Deep Link (vs. sending the Document Request for ID and Selfie in General tab)
When fully logged out and can't get back in
False
Who's got a bearded dragon named Smaug?
Hans
What are the three parts of the Drill-Down Technique?
Probing Questions - Clarifying Questions - Goal (Summary)
What is the threshold for negative equity that leads to a DNDBW? Bonus points - what does DNDBW stand for? (DAILY DOUBLE WOO!)
$5000.00 - Do Not Do Business With
What is a Device that's at Trust Tier 4?
A Fraudulent Device
What are our two truly instant payment methods?
Debit Card Funding and Real Time Payments
Who wants to open a bar in Iowa?
Andrew
What does each letter of the GOLD Standard stand for?
Go Beyond the Ask
Own Every Moment
Lead with Care
Do It Together
Where do I go in Agent Desktop to look at the current status of an Application? (2x multiplier)
Application Review
Where do we find the trust tier of each listed devices?
Device tab on Major Oak (Not in AD)
True of False - Once revoked, a customer will automatically get Instant Deposit back eventually.
False - they may get it back depending on successful transfer history.
Who would use unlimited capital to support good teachers staying in education?