Think You Know Western Union?
Questions and Answers
- 1.
Corporate will NEVER, EVER call and request a WU transaction over the phone.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
This statement is true because it is a common practice for corporations to never request a Western Union (WU) transaction over the phone. This is because WU transactions are often associated with scams and fraudulent activities, and corporations want to protect their customers from falling victim to these scams. Therefore, it is important for individuals to be cautious and not engage in any WU transactions over the phone, even if the caller claims to be from a corporate entity.Rate this question:
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- 2.
What do you do if someone walks into the store requesting information about company equipment or policies?
- A.
Allow them access to the store to get the information themselves
- B.
Give them the information
- C.
Tell them only store managers have that information
- D.
Tell them we do not provide that information and then contact DDO and/or Risk Services Partner
Correct Answer
D. Tell them we do not provide that information and then contact DDO and/or Risk Services PartnerExplanation
The correct answer is to tell the person that the store does not provide that information and then contact the DDO and/or Risk Services Partner. This is the appropriate response because it ensures that sensitive information about company equipment or policies is not disclosed to unauthorized individuals. By contacting the DDO and/or Risk Services Partner, the store can follow the proper protocol and involve the appropriate personnel to handle the request.Rate this question:
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- 3.
Where are the company headquarters located?
- A.
Cincinnati, OH
- B.
Knoxville, TN
- C.
Detroit, MI
- D.
Houston, TX
Correct Answer
A. Cincinnati, OHExplanation
The company headquarters are located in Cincinnati, OH.Rate this question:
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- 4.
A caller requests for you to process a WU transaction, what do you do?
- A.
Explain to them that company policy states a customer must be in the store to process a transaction, no matter who they say they are
- B.
Process the transaction
- C.
If it is a low amount of money, process the transaction
Correct Answer
A. Explain to them that company policy states a customer must be in the store to process a transaction, no matter who they say they areExplanation
The correct answer is to explain to the caller that company policy requires the customer to be physically present in the store in order to process a transaction, regardless of their identity. This policy ensures the security and authenticity of the transaction, as well as compliance with company guidelines. By adhering to this policy, the company can protect both the customer and itself from potential fraudulent activities.Rate this question:
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- 5.
If a person insists on keeping you on the phone for an extra-ordinary amount of time, what is the proper procedure?
- A.
Tell them that your DDO will contact them and answer any of their additional questions
- B.
Keep talking to them
- C.
Hang up on them
Correct Answer
A. Tell them that your DDO will contact them and answer any of their additional questionsExplanation
When a person insists on keeping you on the phone for an extraordinary amount of time, the proper procedure is to tell them that your DDO (Designated Duty Officer) will contact them and answer any of their additional questions. This ensures that the person's concerns or queries will be addressed by the appropriate authority, rather than prolonging the conversation unnecessarily. By redirecting them to the DDO, it also helps to maintain professionalism and efficiency in handling the situation.Rate this question:
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- 6.
You are NEVER, EVER allowed to leave the store to process a WU transaction!
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement indicates that under no circumstances are you allowed to leave the store to process a WU transaction. Therefore, the correct answer is True, as it aligns with the given information.Rate this question:
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- 7.
What happens to an associate that processes a WU transaction without a customer in the store?
- A.
They are terminated
- B.
They receive a policy violation
- C.
Nothing
Correct Answer
A. They are terminatedExplanation
If an associate processes a Western Union (WU) transaction without a customer in the store, they are terminated. This implies that the act of processing a WU transaction without a customer is a serious violation of company policy, leading to severe consequences for the associate. This measure is likely in place to ensure the integrity and security of WU transactions and to discourage any potential misuse or unauthorized handling of customer information or funds.Rate this question:
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- 8.
Who is the best person to contact if you believe you are a part of a scam?
- A.
DDO and/or Rick Services Partner
- B.
No one
- C.
DVP
Correct Answer
A. DDO and/or Rick Services PartnerExplanation
The best person to contact if you believe you are a part of a scam is DDO and/or Rick Services Partner. These individuals or organizations are likely to have the necessary expertise and resources to handle scam-related issues and provide appropriate guidance and support. They can help investigate the situation, report it to the relevant authorities, and advise on necessary actions to protect oneself from further harm. It is important to reach out to trusted professionals in such situations rather than relying on oneself or ignoring the issue.Rate this question:
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- 9.
If a customer brings you a check from Western Union and insists that you exchange it for cash, based on Western Union’s instructions, is it okay to do so?
- A.
No. You may cash the check for the standard Two-Party Check Cashing Fee, but never should they be exchanged.
- B.
Yes, of course!
- C.
No, tell them to leave and never come back
Correct Answer
A. No. You may cash the check for the standard Two-Party Check Cashing Fee, but never should they be exchanged.Explanation
Based on Western Union's instructions, it is not okay to exchange the check for cash. However, you can cash the check for the standard Two-Party Check Cashing Fee.Rate this question:
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- 10.
If a customer insists that they are due a Money Transfer refund and were instructed by Western Union to come to your store to pick it up, but they do not have an MTCN and you do not see it in the system, is it okay to process the refund?
- A.
No. All transactions must have an MTCN or we do not do it; even if WU says it is okay to do so.
- B.
Yes, Western Union knows everything
- C.
No, the customer is trying to scam us!
Correct Answer
A. No. All transactions must have an MTCN or we do not do it; even if WU says it is okay to do so.Explanation
It is not okay to process the refund if the customer does not have an MTCN and it is not visible in the system. This is because all transactions must have an MTCN in order to be processed. Even if Western Union says it is okay to proceed without an MTCN, it is still not acceptable according to the given answer. The absence of an MTCN indicates that the transaction is incomplete or invalid, and processing the refund without it could potentially result in fraud or loss for the store.Rate this question:
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- 11.
If you believe a customer is being scammed through a WU transaction, what should you do?
- A.
Inform the customer of the reason why you believe it is a scam and encourage them to check into the receiver prior to sending. You should contact your Risk Services Partner and the WU Fraud Hotline
- B.
Nothing, they are just a customer.
- C.
Call Risk Services after the customer has left
Correct Answer
A. Inform the customer of the reason why you believe it is a scam and encourage them to check into the receiver prior to sending. You should contact your Risk Services Partner and the WU Fraud HotlineExplanation
If you believe a customer is being scammed through a WU transaction, it is important to inform the customer about your concerns and explain why you believe it is a scam. Encouraging them to check into the receiver prior to sending will help them make an informed decision. Additionally, it is crucial to contact your Risk Services Partner and the WU Fraud Hotline to report the suspicious activity and seek guidance on how to proceed. Ignoring the situation or waiting until the customer has left may put them at risk and allow the scam to continue.Rate this question:
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- 12.
If it is clear that a customer is being scammed; do you have to perform the transaction?
- A.
No, you do not. It is up to the agent if we perform the transaction. If you refuse a transaction for fraud, contact your DDO and Risk Services Partner immediately for direction or approval to not perform the transaction.
- B.
Yes, otherwise WU will find you...
- C.
Yes, but be very unhappy about it.
Correct Answer
A. No, you do not. It is up to the agent if we perform the transaction. If you refuse a transaction for fraud, contact your DDO and Risk Services Partner immediately for direction or approval to not perform the transaction.Explanation
The correct answer is "No, you do not." The explanation is that it is ultimately up to the agent to decide whether or not to perform the transaction if it is clear that a customer is being scammed. If the agent suspects fraud, they should refuse the transaction and immediately contact their DDO and Risk Services Partner for guidance or approval to not proceed with the transaction.Rate this question:
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