IDV/PII
Give 5 examples of sensitive PII that must be removed
Double Points! ✨
What is a n Invitee?
The person who received the invite
What are the workflows covered in Account Review?
- Denylisted Customers and Enhanced Verification (EV)
What is a Null Account?
Double Points! ✨
The customer didn't finish setting up their account, so it is missing a display name, $cashtag and/or login aliases?
In the 'Aliases' Tab
What information is required to complete the Electronic IDV?
- Legal Name
- Date of Birth
- Social Security Number
- Address (Optional)
True or False
Sponsored accounts don't qualify for Invites
False
What are the options that the customer has to complete the Enhanced Verification on the app?
1. Plaid: Login into their bank account to verify via Plaid
2. Contacts: Sync the contact list in their phone
"I got a new phone number and now I can't login"
What QT would you send?
Send Cash App {Account Access - Login Troubleshooting}
Mention at least 3 QA Components
Double Points! ✨
- Process Infractions
- Knowledge Structure
- Conversation Quality
- Issue Resolution
- Documentation
- Interpersonal skills
What are the requirements to complete the IDV Process?
- Be 18 or older
- Have a SSN
- Have an US issued ID
What are the requirements to receive the invite bonus?
The invitee must:
- Be a new customer
- Enter the invite code (7 days)
- Link a personal debit card
- Send $5 or more (14 days)
True or False
We can help a denylisted customer with account access
True
What questions do we need to ask before helping a customer with account access?
- What is the preferred account?
- Which account do they want access to?
- Which account do they have access to?
- What do they want from the Account B?
If the customer's issue is resolved before you are able to assist, what should we do?
Send the QT Cash App {Outreach Successful - Solved - OSS}
"I tried to send $100 to my friend but the app is not allowing me to. What's going on?"
We checked the payment attempt in regulator and found the error message "Failed Recipient No More IDV Attempts"
What QT should we use?
Cash App {Recipient Can't Receive Payments}
If we identify that a customer invited an account and said account invited belongs to the same customer, what QT should we use?
Double Points! ✨
Cash App {Invite - Linked Account}
What are the first steps that we need to follow while handling an EV case?
1. Make sure the customer is the owner of the account
2. Check for duplicate cases
3. Check if the yellow "Suspended" banner is present
4. Check if the customer is verified
"I want to recover my old account because I need to manage the stocks that I have there. Can you help me?"
What account access process we should use in this case?
Temporary Access
What are the 5 steps of service?
1. Introduction
2. Show we care
3. Confirmation and Explanation
4. Educate
5. Close with impact
"My PIN is not working! I tried to withdraw funds at the ATM but it keeps saying that my PIN is invalid but I've always used 6729.
I bet you guys changed it without my permission, this is a lot of trouble"
What should we do in this case?
Send the QT Cash App {PII Provided - Add On} and File a Complaint
"When my friend invited someone to Cash App they received a bonus of $10 but I only get $5, I want to know why?"
How would you respond?
Send the QT Cash App {Invite - Variable Bonus}
"Now that my account is closed, can I create a new one?" [The Account is Denylisted]
What do you need to do?
Double Points! ✨
Check if the customer has an appeal in progress and provide the relevant QT if they do.
If they don't have one then follow the Account Denylisted appeal workflow.
While attempting to complete an account access we receive the Regulator Error "Did not pass risk check"
What should we do?
Check if the Account B has stocks/investing and if it doesn't follow the "Regulator Error" Rejecting Account Access steps
In which Regulator Tab can we find the Direct Deposits on a customer's account?
In the 'Transactions' and the 'Accounts' Tab