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
True or False - We handle both CSP and Advanced CSP.(DAILY DOUBLE WOO!)
True
5 business days
Puerto Rico
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
Where did Keondra live before Lake Mary?
Tallahassee
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
What is our go-to step for most things CSP related?
What is the standard limit granted for initial Instant Deposits? (Bonus if you can provide Gold limit too)
$1000 and $5000
T-Dirty on the Beat
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!)
$10.00 - Do Not Do Business With
What does Whitelisting mean? (3x multiplier!)
It means we enable the customer to receive the verification codes via E-mail instead of SMS/Trusted Devices.
How many debit cards can a customer potentially have linked to their account? (2x multiplier)
(2) if grandfathered in, 1 if new to DCF.
What is the metal band Kevin and Tyler both enjoy?
Killswitch Engage
What is the poem I shared to remember Easy E? (5x multiplier)
Engage like you're on stage, explore like you want to know more, empower like a flower.
Where do I go in Agent Desktop to look at the current status of an Application? (2x multiplier)
Application Review
True or False - If we disable 2FA - it is automatically reactivated when the customer gets back into their account.
False
True of False - We support both US Visa and Mastercards.
True!
Ford