Foundations/Agent Desktop
What is the CX mission?
To deliver world-class service at scale
What are the requirements for a Robinhood Account?
Must be 18 years or older
Must have a valid SSN
Must have a U.S. residential address
Must be a U.S. citizen, U.S. permanent resident, or have a valid U.S. visa
What are our 4 phone verification questions?
Name
DOB
email
last 4 SSN
5 business days
Which outage channels in slack should we/should we not post in? Points for each correct response
(hint:check the description)
Can post in the thread for CX outage info
Should not post in is this an outage
Where are our 4 main customer service sites?
Denver, Lake Mary, Westlake, Chicago
True
What does SUV stand for?
Step up Verification
What is the fee we charge for incoming and outgoing wires?
0 and $25
How do you save a message for later in slack?
Click the save button after hovering over the message
What is the test account's individual withdrawable cash balance?
$3
What tab holds the "Deactivation Checklist?"
Restrictions
What do we need customers to submit when we are handling all things CSP?
Collect the ID & Selfie
What is the standard limit granted for initial Instant Deposits?
$1000
What is the difference between @here and @channel in slack?
@here pings everyone online
@channel notifys everyone (even those offline)
Please don't do this in public channels
How many OPEN accounts does the test account currently have?
3- individual, roth, traditional
What does DNDBW stand for?
Do Not Do Business With
True or False: CTSS has a Chat queue we can transfer to.
False! They have a phone queue, but for chat we must send a link which directs the cx/fraudster to the CTSS Phone queue.
How many debit cards can a customer potentially have linked to their account? (2x multiplier)
(2) if grandfathered in, 1 if new to DCF.
How do you create a new section to organize your slack channels?
right click->move channel->move to new section
What is the test account's ACH deposit limit?
$200,000
Where do I go in Agent Desktop to look at the current status of an Application?
Application Review
Where in agent desktop can we see a customer's orphan device status?
Devices List
True of False - We support both US Visa and Mastercards.
True!
Please demonstrate how to send a gif in slack by sending your favorite gif in our team channel
sending gif