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You should create the case under the agent's profile when the agent is calling on behalf of the consumer requesting for a refund? (True or False)
False
What do you do when the agent calls to order supplies?
Transfer the call and the case to Escalations
What step should you take on a transaction with a DD Hold?
Only when sender or send agent is calling, cold transfer to T2_Holds Skill in InContact
Only when the sender is calling and stating they are a victim of fraud what information can you release
Receive agent’s information and location
An AgentConnect agent calls to report technical issues. What will you do ?
Open a case and transfer the call to TSC_PCSoftware line
Sender calls to inquire about their transaction status. You identify the transaction is in RF6 status and with the hold reason KF. What will you do ?
Process a refund for the sender
An agent is calling. For which scenario will you ask them for their business name, city and state/country?
Original receive agent does NOT ANI verify but has their agent number, requesting a Reversal
An agent from a Canada Post location is calling because they have a victim of consumer fraud at their location. You check the transaction and you noticed that it is still in SENT Status. What will you do?
Process a Refund, check Prevented Fraud box, Do not read Fraud Required Message, Permission to Share Fraud Details -None, give Victim resources
According to the MoneyGram Complaint Process a CCR must do what ?
ALWAYS try to assist a customer when possible, before escalating a the call
To which department would you transfer the call, if a sender has a transaction with an AI: AML Interception Hold/Interview
Transaction Holds
A US agent is calling to change the name of the receiver because the current receiver does not have a valid ID. The agent did ANI verify. What will you do to assist the agent?
Process a refund and ask agent to resend
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
If a customer needs a refund and confirms they are not going to the same location they sent their transaction from, you should process the refund using the agent number from ?
From the Agent Locator
Besides the sender’s and receiver’s full names what else needs to be verified by the agent for a refund?
Verify that they have seen the sender’s ID
WAP stands for Walmart Alternate Program. (True or False)
False
When should you tell a receiver is the earliest time they can receive a Walmart overnight transaction that was sent on a Monday at 8:30 am?
After 7:00 am (Tuesday)
