Share Recap
Save to Folder
Who's profile will I create a case on, when an agent calls on behalf of the customer regarding any request?
Customer's profile (Article #4037)
What do you do when an Agent calls regarding Pin Issues?
Transfer the call and case to T2_MT-Escalations (Article #3567)
What step should you take on a transaction with a DI Hold?
Cold transfer to T2_Holds Skill in InContact (Article #4365)
When the sender is calling and stating they are a victim of fraud, what information can you release?
Receive agent’s information and location (Article #4043)
What will you do when an Deltaworks agent calls reporting a technical issue?
Transfer the call to TSC_PCSoftware_Language (Article #3846)
What will you do when a sender calls to inquire about their transaction status and you identify the transaction is in RF6 status and with the hold reason KF?
Process a refund for the sender. (Article #4365)
In which scenarios will I perform MANI (Manual Agent Verification)?
In all scenarios where the procedure requires Agent verification and the Agent does not ANI verify.
To which department would you transfer the call, if a sender has a transaction with an ADI: Consumer GBP Aggregation Hold/Interview
Transfer to T2_Holds (Article #4365)
A Walmart location calls requesting a refund on a transaction sent two days ago from their store, how should you proceed?
Advise to use the REFUND TRANSACTION option in their Money Transfer screen. Refunds can be done on any day. (Article #4263)
Provide some facts about Automated Refund.
Agent uses an 8 digit reference number for refunds. Agent should use the new reference number to process a receive in their system. (Article #4037)
Apart from the sender’s and receiver’s full names what else needs to be verified by the agent for a refund?
Ensure that the agent checks the sender's valid government-issued ID. (Article #4037)
What does WAP stand for?
Walmart Affiliate Program (Article #4322)
If an agent is "voice restricted" it means they are NEVER supposed to call MoneyGram for anything.
False. They can still call us for all the other requests apart from Sending/Receiving on customer's behalf.
What should you do when a consumer reports they never initiated the transaction and someone used their e-mail address or personal information to create an MGO account/profile?
Transfer to MGO General (Article #3989)
