CS <> MO Escalation Training

Who is the stakeholder that is not involved anymore in the newest handling inquiry for Account Deletion, Change Business Name and Email?

• CS L1 Agent

• MRisk

• MO

• NUX

Is the inquiry handling for Change Business Name and Change Legal Name are the same?

• TRUE

• FALSE

If merchant is able to upload the document for resubmission through their Dashboard directly, CS L1 still need to escalate it to Merchant Ops

• TRUE

• FALSE

What is the first macro that can be used when a merchant is asking about their Account Activation status?

• Product Activation:: Probing account product activation [IND]

• No Macro can be used

• General Guidance for CS::Register [IND]

Merchant reached out to CS saying that their account is suspended. Upon checking the MO Notes, it covered BDD not pass and its KYC Status is IA_SUSPENDED-FAILED_KYC. What would be the correct Ticket Type and Reason Code?

• Account Activation Status & Substandard Website

• Account Activation Rejected & Substandard Website

• Suspended merchant complain & Lack of understanding on suspension reason

• Required additional business documents & Unable to provide the required docs

Merchant reached out to the CS requesting to change their account business name. What would be the Action Taken by CS?

• Escalation: L2

• Escalation: Merchant Operations

• Escalation: Merchant Risk

• Non-escalation: Admin Dashboard Checking

Merchant reached out to CS Agent saying that they faced technical error while uploading the updated document. What would be the correct way to handle this inquiry?

• CS Probing > Escalate to #mo-request to help the docs to be uploaded > MO will check documents > CS inform the result to merchant

• CS Probing > CS inform merchant to keep retrying until they are able to upload

• CS Probing > CS upload the document directly > Escalate to #mo-request > MO will check document > CS inform the result to merchant

What would be the correct new inquiry handling for account deletion that comes from Live Chat?

• CS Mini - KYC > escalate to #merchant-risk > CS delete the account if granted > CS inform the result to merchant

• CS Mini - KYC > escalate to #merchant-risk > MO delete the account > CS inform the result to merchant

• CS Mini - KYC > escalate to #mo-request > CS delete the account > CS inform the result to merchant

What would be the correct new inquiry handling for Change Business Name for merchant?

• CS Mini - KYC > escalate to #merchant-risk > MO change business name of the account > CS inform the result to merchant

• CS Mini - KYC > escalate to #merchant-risk > CS change business name of the account > CS inform the result to merchant

• CS Mini - KYC > escalate to #mo-request > CS delete the account > CS inform the result to merchant

What would be the correct new inquiry handling for Change Business Email for merchant?

• CS Mini - KYC > escalate to #mo-request > CS change business email of the account > CS inform the result to merchant

• CS Mini - KYC > escalate to #merchant-risk > MO change business email of the account > CS inform the result to merchant

• CS Mini - KYC > escalate to #merchant-risk > CS change business email of the account > CS inform the result to merchant