Customer Critical
What is interaction model we use that is very important?
The ARROW Model.
What is the main concept of this section on the new QA rubric?
Was there a deficiency in the process, resourcing or agent tooling?
What is the main idea behind the Trust section?
Avoid infractions.
Why are my proceeds so much bigger than the value of my account?
Running total of all closing transactions for any given tax year.
What is the best way to deal with stress after work?
CoOrS BAnQueT
What is the main idea behind the Customer section?
Displaying subject matter expertise/empathy.
What is something in this section that is not in the agents control?
Anything related to our tools, resources, and guidance from escalated situations.
What is the 2nd thing you always want to do on a phone call?
Verify the customer.
What is a wash sale?
A disallowed wash sale loss occurs when a position is closed at a loss and shares, or options, of the same security, or substantially identical securities, are purchased within 30 days before or after the day of the sale.
Which scientist received 2 Nobel prizes in 2 different sciences?
Marie Curie
What is one thing that could cause poor resolution in this section?
Lacked subject knowledge, did ask enough questions, tools not used ect.
When on phone or email, and response time is taking longer than expected for an escalated situation, what should be done?
Empathize with the customer.
What do we need to get fully when verifying an email?
Domain: Ex .com, .org ect
Where can customers find their K-1 form for LPs/MLPs?
We don't provide K-1s, they will need to reach out to the company for that information.
Which country had the hottest temperature ever recorded?
Libya, 1922 136 F
When on a phone call what is the best way to find out more about a customers problem, that can lead to a more efficient resolution.
Asking additional probing questions.
What should you do if you find conflicting/misleading in an SOP?
Speak with a Manager to seek an update.
What is the purpose of the CX infraction policy?
To minimize the amount of preventable errors that put the business and our customers at risk while setting the appropriate expectations and standards.
What will customers need to do when income from REITS reallocates the type of income after 1099s have been published?
Wait for the corrected 1099s which can re-allocate qualified divs, and return of capital. (Late feb-mid march).
Approximately how many metric tons of food does the world waste each year?
1 Billion metric tons
What is the most important outcome for the customer section?
Resolving the issue
What is something in this section that is in the agents control?
Failing to annotate, failing to upload docs to MO, significant issue in Empathy that needs manager involvement. (Non of these are marked as a CXI)
What is one thing that requires immediate escalation relating to the 1-strike offense?
Trade error, actions relating to ATO, trades made without permission, retaliation, selling peoples PII
What is the 1099-C form?
IRS Form 1099-C is issued when your account maintains a longstanding negative balance (or negative equity) above $600 that was written off by Robinhood in 2021.
Which top notch inventor had a experimental lab in Colorado Springs, that sometimes caused power outages in the city?
Nikola Tesla