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 does SUV stand for and what does it create?
Step up Verification and a pop up that you must approve.
5 business days
What is Hoope's grandson named?
Matthew
Where are our 4 main customer service sites?
Denver, Lake Mary, Westlake, Chicago
True
What does UAR stand for?
Unverified Account Recovery
What is the fee we charge for incoming and outgoing wires? (DAILY DOUBLE WOO!)
0 and $25
Who also plays Magic the Gathering in class?
Justin
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
Trust Tier 4/5 - fraudulent device
What is the fee for DCF and RTP withdrawals?
1.75%
Who's favorite team is the Nashville predators?
Jonah
What does the O stand for in the Gold Standard?
Own the Outcome
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
True or False: Fraud has a Chat queue we can transfer to.
False! They have a phone queue, but for chat we must send a link which directs the cx/fraudster to the Fraud Phone queue.
How many debit cards can a customer potentially have linked to their account? (2x multiplier)
(2) if grandfathered in, 1 if new to DCF.
Who would build a community for youths that lost a parent?
Sierra
What must happen at the beginning and end of our conversations?
A branded intro and close
Where do I go in Agent Desktop to look at the current status of an Application? (2x multiplier)
Application Review
Where do we send the Password Reset Email?
On the General tab under Send Servicing Email or from the Security Tab (log out and revoke password)
True of False - We support both US Visa and Mastercards.
True!
Who is the frontman for Limp Bizkit?
Fred Durst