Q&A

Compliance

100

What does RCP stand for? 

A. Risk, Control, Policy

B. Regulatory, Compliance, Policy

C. Reporting, Case Processing

D. Regional, Complaint, Protocol

B. Regulatory, Compliance, Policy

200

What's missing from this account note?

Reason: Customer contact regards with wishing to remain paying account as usual 

Resolution: Advised that we are able to withdraw the hardship. Advised that account is active and they can use the account

There's no ZD ticket number

300

Where should you look in Zendesk to confirm whether a macro was applied correctly?

The events tab

400

7. Which of the following is NOT an example of financial difficulty?

A. Requesting to change the due date due to a change to their payment cycle 

B. Homelessness

C. Their pet required an operation

D. They lost their job

A. Requesting to change the due date due to a change to their payment cycle  

500

What happens when the ‘Awaiting Info’ hardship flag is applied to an account?

A. New orders are allowed

B. The customer cannot place any new orders, but late fees continue to be applied

C. Account status changes to Hardship and Collections activity is paused  

D. The customer is referred directly to a debt collection agency

C. Account status changes to Hardship and Collections activity is paused  

Rubrik

100

When a team member misses a step outlined in the SOP, what kind of fail is this?

Process

200

What is the main purpose of the “Observations” section in the QA form?

To give context and insights for trends and coaching

300

What should you do if there is no SOP for the scenario you’re grading?

Select “no” in the SOP availability section and provide feedback

400

The team member forgets to leave an account note on the customers profile, where should you impact this?

Process

500

If a customer has expressed dissatisfaction and the team member has failed to acknowledge it within 24 hours, where would you impact this?

Compliance under 2.2 (GCP)

Verification

100

How many questions must you ask the customer during manual verification?

Full name +3

200

Name an instance where we won't need to verify the customer.

• Contacts via Mobile SDK or Messaging, unless the customer is asking for information about an account that is registered to a different email address.
• Follow Up tickets where original contact was Mobile SDK or Messaging. 
• Customer is responding to an outbound ticket we sent
• Customer is responding to a self service email (i.e. self serve merchant dispute update) IF the person is writing in from the same email that the email was originally sent to.
• When you are providing general information regarding Afterpay and are not required to look at the customer account 

300

List 3 primary questions for verification other than full name.

- The phone number registered to the account

- Date of Birth

- Apt/street number, name and postcode OR suburb registered to the account

- Email Address registered to the account 

400

List 2 questions from the secondary questions list for verification

• The date of an order using Afterpay
• The name of a store/merchant the customer purchased from or order number (either the Afterpay or merchant order number)
• The date of an instalment that was paid
• The last 4 digits of the card on file

500

The customer's changed their email address 4 days ago and have come through via messaging on an interaction, is the customer considered fully verified and can you continue to provide them account specific information?

No, because the customer has changed their email in the last 7 days we must obtain full name + 3 points of ID from them unless providing general information only.

Escalation Pathway

100

Once a customer expresses dissatisfaction, what macro must follow this?

Complaint:: New Complaint Acknowledgement (Not Assigning to another group / agent) macro

200

How many complaint severity tiers are there and which is the highest severity?

There are 3 complaint severity tiers and tier 1 is the highest severity.

300

Is this dissatisfaction or a statement?
'My spouse has a serious medical condition and cannot work and I need your help today to move these payments.'

Statement

400

I'm unsure if what the customer has said is a statement or a form of dissatisfaction, what's the name of the SOP I can access to clarify this?

Defining dissatisfaction 

500

The customer says, 'Why does my order keep declining, I've been a good customer for years and this keeps happening to me, I want to speak to a manager now,' what must you do next?

1. Acknowledge the dissatisfaction.

2. Escalate to tier 2.