1) A merchant calls regarding an outgoing bank transfer that is pending on their account. An AML case is open, showing that a chat has been created to request some documents. What is the process to follow after identifying the customer? a) Advise to contact via chat, so we can investigate further. b) Advise to contact via chat, so we can accelerate the process. c) Escalate to Risk and advise the merchant they will be contacted by email. d) Guide the customer to check the conversations on their account, help them understand and advise to contact us by chat, if still needed. 2) A merchant contacts us regarding the proof of ownership verification. They have uploaded an initial document that was rejected. What is the appropriate subject path to use? a) KYC => Documents Clarifications b) KYC => Rejection Reason c) KYC => Documents Alternatives d) KYC => KYC in Progress 3) A merchant chats with us and asks when the sales transaction they just accepted will be available in their account. Which is the correct answer? a) In 1h, starting from the time the sale was completed. b) Next day of the sale. c) Instantly, with no extra fee. d) They can choose between 1h and next working day. 4) A merchant contacts us by chat for an update regarding their POS delivery. The order is On Hold as account balance at 0. What information should be provided to the customer? a) The POS will be delivered in 1 to 3 working days from the order date. b) The merchant needs to deposit money in the account to cover the POS charges and after, the order will be delivered in 1 to 3 working days. c) The order should be cancelled and reconfirmed once the balance is positive. d) Advise that a case will be escalated to Sales and an update will be provided via email. 5) A BE merchant wants to make a bank transfer to Japan and they are receiving an error message. What should they be advised? a) To double check the beneficiary account is correct. b) To check the currency of the beneficiary account. c) Outgoing bank transfers can be made only towards SEPA countries. d) Outgoing bank transfers can be made only towards BE accounts. 6) The husband of the account admin calls and asks info regarding KYC. When advised that only the admin can get information regarding the account, the admin takes over the call. What is the correct process? a) Advise that the call is recorded and ask security questions before providing help. b) Ask security questions and provide help. c) Advise the call is recorded and provide help. d) Continue the conversation started with the husband.

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