MGPL | Baamboozle - Baamboozle | The Most Fun Classroom Games!

A receiver would like to receive a large dollar MoneyGram transaction at an Albertsons location nearby. What is the maximum amount he would be paid in CASH?

$500

For a CVS location, only one send transaction can be initiated at a time (True or False)

False

Treating Customers Fairly is an initiative set up by FCA, to make sure that companies (like MoneyGram) treat their customers fairly and present their products accurately. (True or False)

True

If an agent is "voice restricted" it means they are NEVER supposed to call MoneyGram for anything. (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)

WAP stands for Walmart Alternate Program. (True or False)

False

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

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

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

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

To which department would you transfer the call, if a sender has a transaction with an AI: AML Interception Hold/Interview

Transaction Holds

According to the MoneyGram Complaint Process a CCR must do what ?

ALWAYS try to assist a customer when possible, before escalating a the call

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

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

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 AgentConnect agent calls to report technical issues. What will you do ?

Open a case and transfer the call to TSC_PCSoftware line

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

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

What do you do when the agent calls to order supplies?

Transfer the call and the case to Escalations

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