House 1
What should we do if a customer wanted to appeal their account restricition if they confirmed that they don't have a business account?
If the customer wants to appeal the restriction because their account is a personal account, use Cash App {BAM - Restriction Appeal} to have them complete the appeals process.
When a customer is calling in regards to Account Access, what's the first workflow we should follow and the Quick Text?
Account recovery, Cash App {Account Access - Login Troubleshooting}
When an account was created 56 days ago and a cx is asking to increase their bitcoin limits, what is the best QT to provide?
Cash App {Bitcoin - <90 day old acct - Feature increase limits}
A customer is calling complaining Cash App inform they will have their direct deposit 2 days earlier and that's why they decide to be with Cash App instead of other banks and they need to pay for their bills or groceries ASAP. They feel disappointed about this matter. What kind of complaint is it and how do we flag this one? (Double Points )
Tier 1 and we should flag with the next Tags: UDAAP (Unfair, Deceptive, or Abusive Acts or Practices), Banking, False, Unclear, Confusing Information or Representations & Escalated Complaint(Because we need to escalate Tier 1 complaints with MET for approval.
In "Pirates of the Caribbean", what is the name of the beloved ship that Jack Sparrow and Barbossa fought over?
The Black Pearl
A customer is worried because on their account appears a "Potential Scam" when they try to send funds to another customer. What should we inform the customer?
If a customer asks about a Potential Spam Alert on a payment request, use Cash App {Potential Spam Requests -Block/ Unblock Cash Customer}
If a customer is claiming that they did not receive their Instant withdrawal that was completed in regulator after 9 minutes they started it, Should we reimburse the instant withdrawal fees?
No, only if 10 minutes has passed and the instant transfer is not in the “Failed” or “Completed” state we can reimburse the Fee.
A cx is calling because a payment was supposed to be sent to their account, checking on the account you can see that the payment was not sent to their account but it was actually send to on old account under the same SSN, in this situation what is the best QT to provide the cx?
If the recipient reaching out is not aware the payment was sent to their old account, we cannot share this information with the customer. Use Cash App {Transaction Not Found}.
A customer is calling regarding a situation with their account that is not able to pass PII and wants to speak with a supervisor/manager. What we need to do in this scenario? & what tier of complaint will be?
If the customer can't pass PII or is contacting us from an Unverified (non-IDV'd) account, refer to the Voice - Unverified Account Workflow article for next steps. If the customer is unable to pass PII verification or is contacting us from an unverified (non-IDV'd) account, MET will attempt to verify PII once more if the customer wishes to discuss account-specific details. If PII verification is unsuccessful after that attempt, MET can only provide general information and we must flag the complaint Tier 2.
What is the name of the Superhero that can control weather on X-Men?
Storm
If the customer said that they have not a business and wanted to change their account to a personal. What is the first QT that we must follow?
To move forward, the customer must confirm that they will no longer use their personal account to sell goods and services.
Use Cash App {Change Business to Personal - Disclaimer} and get the customer’s confirmation/approval to move forward with changing their account to personal. They do not explicitly have to say "Yes I agree"--any confirmation works.
Is it possible to reverse a direct deposit if the cx states that they received a direct deposit on their account that they were not supposed to receive?
Yes, if the cx agrees to the process we can file a Jira to reverse the Direct deposit.
(Double Points)Do we need to transfer the Account Access troubleshooting cases to House 2? Justify your response with a knowledge article.
Yes, as the Account Access - Overview, Identification, and Troubleshooting belongs to House 1 and 2
A customer is complaining in regards to their overdraft that was not active while doing an ATM withdrawal. What is the best product type to file the complaint with?
Cash App Card, because the overdraft is not considered as a separate feature and the theme is just Cac transactions.
In "10 Things I Hate About You", what is the name of the song that the love interest sings to the protagonist?
Can't Take My Eyes Off You by Frankie Valli
When we recieved an error message on Regulator trying to change a business account to personal. What QT's will provide the best resolution?
When a Cash App for Business customer requests to have their account changed to personal, a 500 Internal Server Error may appear when attempting to take this action in Regulator.
Use Cash App {Business - Changed to Personal Denied} to explain to the customer that their account can’t be converted at this time. For pushback, use Cash App {Business - Changed to Personal Denied Pushback} – repeat and tailor this QT as needed for additional pushback.
(Double Points) Do we need to handle a missing tax return situation that an agent from another house transferred to us?
Yes, even if the Workflow is not a House 1 and House 2 exclusive, we should handle any case tranferred to us, if it is an incorrect transfer we need to flag the incorrect transfer in CF1.
If a p2p payment was declined due to "Autoblock", can I redirect the cx to try to link a diferent debit card and try again their payment?
No, ensuring customers are never provided with guidance on how to work around auto blocks is a behaviour expectation.
A cx is calling because they were scammed and they send money to somebody they didn't know, they know that Cash App cannot reverse or cancel completed payments and they tell you "This is outrageous, I will get my lawyer to sue you guys!", Does this qualify as a litigation threats?
No, in order for this to be legitimate and therefore Tier 1, the customer would have to include a document or attachment (such as an attorney demand letter), include their lawyer in the communication, or have their lawyer reach out on their behalf.
What is the name of the character that has his "top ten" on "31 minutos"?
Policarpo Avendaño Stuchelbangen
What should we do if a customer requests a manager after 8PM ET?
We should transfer the case to the CS Email Manager queue
If a non-customer is calling saying that they received some charges from Cash App and they want us to investigate, are we able to handle their case? What's the Knowledge article that has this situation?
Yes, we should follow the Unauthorized debits workflow in the Risk - Identity Theft
Knowledge Article
A cx states that they are not able to repay the loan that they took with Cash App because some personal issues, they would like to extend their due date for their loan for three weeks, what is the workflow to follow in this situation?
We need to transfer the case to the lending queue using the trasnfer workflow and the QT: Cash App {Lending - Transfer}
The customer is calling regarding they filed a dispute 1 month ago and they want their funds right now and its not possible to Cash App to take more than 1 month to resolve their dispute. What kind of complaint is this one and how we should flag it?
As Tier 3 Complaint and we must flag it with Dispute, P2P-CAP-CAC (Depends on the dispute), Time to Resolve Dispute & No Change.
(Double points) How many characters (from the MCU) were able to use the mjolnir? And who?
Six characters, Vision, Thor, Odin, Hela, Captain America and Jane Foster as Mighty Thor.