What are the two bank linking methods that we have on Robinhood?
Through Instant Account Verification (or IAV) and through Micro Deposits (manual).
No matter what, tax documents are required to be sent to customers before February. True or False.
False, Robinhood is not required to send out tax documents before February. This is a rule specific to employers and other types of income documents.
What is a back end issue? What doesn't fix it?
Backend problems are things that can’t be fixed with troubleshooting. Restarting the phone won’t help because the problem isn’t with the phone. Oftentimes you will receive info about backend issues through the cx_outage channel in Slack.
Send documents to customers
What are the two main regulatory agencies that are directly over Robinhood?
FINRA
SEC
A customer was born on September 27, 2004 and is a United States Citizen. They live in Amsterdam and have an TIN number. Can this customer have an account? If no, list all of the reasons why?
No, the customer needs to be over 18 years of age (1), be a resident within the united states (2), and have a valid SSN (not TIN)(3).
Tip: United States Citizenship has nothing to do with being eligible for an account.
Up to how much funds can you have instantly in an Instant account?
$1,000.00
Who is our clearing partner? (Choose 1)
Apex
RHS
Charles Schwab
RHS - Robinhood Securities
They are our Clearing Broker Dealer
What is considered a valid Government issued ID? (Choose all that apply)
Drivers License
Student ID
Bank Statement
Birth Certificate
Permanent Resident Card
Drivers License
Permanent Resident Card
A message going out to more than 25 people is considered what?
Retail Communication
We are able to link third party apps (like cash app or paypal) and debit cards to Robinhood. True or False
False, third party apps and debit cards won't link to Robinhood.
In order to receive a 1099, a customer will need to have done 1 out of 3 possible things on their account. What are those 3 things?
Have sales on their account, have more than $600 in referrals, and have more than $10 in dividends.
1. Tap on the little person in the bottom right-hand corner
2. Tap on Statements & History
3. Scroll down and tap on "Tax documents"
What is a GoodWill Credit?
A customer service gesture of credit towards a customer's account
Who monitors slack?
FINRA and Compliance
How long do you have to wait to sell a referral stock? How long does it take to withdraw the funds from that sale of the referral stock?
Referral stock settlement: T+2
Withdrawal holding period: 30 days
On July 16, 2020 I initiated a deposit of $500.00 into Robinhood. That was the last $500.00 in my account. I saw the funds had instantly transferred and used the rest of my funds in my bank to buy my friends and family a movie and a dinner. On the 18th, my transfer into Robinhood reversed and my Robinhood account went negative. What was the reversal reason?
Insufficient funds. Even though Instant Deposits show up instantly, they don't speed up the transfer timeframe. A deposit timeframe takes 4-5 trading days to complete and the customer needs to hold the funds in their account until they see the funds removed.
Where do I add a secondary email on SalesForce?
Contact Details -> Secondary Email
In that order; Temporary closure, full closure, and a specific action is restricted.
What are the 4 Golden Rules of World Class Customer Service?
Be Clear
Write Positively
Focus your Message
Be Useful
What are at least 2 common issues with linking a bank account the manual way?
The bank may merge the micro-deposits.
The customer may attempt to link too many times in a 48 hour period.
The customer may forget to verify the micro deposits on their app.
What is the difference between buying power and instant buying power?
Buying power is the amount you have to purchase stock, options, or crypto on Robinhood
Instant buying power is specific to those funds that are instant, but not actually in your Robinhood account.
Robinhood doesn't have commission fees. So where would I look, as a customer, to find out how Robinhood makes their money?
Robinhood Help Center
"How Robinhood Makes Money"
If a customer doesn't want to provide any verification information, what is another option for them?
They can email in from the email that is attached to their Robinhood account.
What restrictions do social media platforms have when customers want to communicate with us through them?
They are public so we won't be able to provide private information and may followup with an email.