Empathy Statements
"I have been on hold for 20 minutes! My account is negative even though I had $100!"
Pain Point: long hold and neg balance
Statement: "I understand how valuable your time is and how frustrating it would be to not have access to you funds. I'd be happy to look into this for you....."
CCI w/ Locked cure IDV
Blocks> Locked> Cure IDV
Show what the timeframe is for a cancelled P2P transaction
Send and Receive> Timeframes for cancelled/Rejected/Expired P2P Type> P2P
The funds sent from your Apple Cash balance should return within 1 business day to your Apple Cash balance
x3) We use this article on every call
x2) It was made utilizing the information on a separate article used every call
x1) It guides how to authenticate an account
Caller Auth
What does PII stand for
Personally Identifiable Information
"My account is restricted, can you help me?"
X2 MULTIPLIER
Pain Point: N/A
Statement: "I'd be happy to look into that for you. Do you mind providing the email associated with your account in order to get that pulled up?"
CCI w/ unauth txn. Case created
Transactions/Balance> Spend Merchant> Dispute Case Created
Dispute case was created for an unauthorized posted merchant txn but cx doesnt have access to the email on file. What is done?
Highlight all the steps in posted article
x3) This article was last updated 3/17/25
x2) 2 transaction statuses use this article
x1) The transactions in this article are RED
Decline Matrix
What is occupancy?
Schedule adherence
"My sister had my phone and sent money to a random number without my permission. I really need help with figuring out the next steps. I have no idea what I'm suppose to do"
Pain Point: We don't know how to deal with the issue at hand/ Unconfident in processes
Statement: "I'd be more than happy to check into your account and we can try and go through this process together to see what we can do to assist..."
Cx xfered from support but no one was there
IVR> Connectivity/System Issue> Ghost Call
CCI w/ restricted cure none Failed KYC. CIP Reset not available on an adult's acct. Cx asks why they are restricted. What do we adv
Highlight "Why?" section in restricted article. ALL of script should be highlighted
x3) This article was last updated 1/17/24
x2) This article advises you to refer the cx to external sources in order to assist with their issue at hand
x1)The government took funds due to them being dormant for a certain period of time
Abandoned and unclaimed property- escheatment
Name as many TLs as you can. Each incorrect name will cross off a correct one. Each TL=1200 pts
Ash, Lorrice, Carter, Shine, Josh, Coby, Jamie, Jasmine, Maya, Jared, Jalen, Jocelyn, Angela, Sherae, Dart, Eddie, Kendric, Shondea
"I'm trying to set up my Apple Cash account. It’s asking me to verify my ID, but I’m afraid I might mess it up. Can you help me?”
Pain Point: Afraid they will mess up process on their own
Statement: "You are in the right place. I'd be more than happy to assist you and guide you through each step along the way"
CCI to dispute a transaction. Cx sent funds to someone from Facebook Marketplace for a pair of shoes then was blocked once money was sent successfully.
P2P> Funds out> Scam Report Created
CCI wanting to know why their dispute case for an unauthorized transaction was denied. No provisional credit was given. What do we advise?
Follow up on Dispute Case> Closed> Denied> No credit> "No error or fraud was identified on the account when the disputed txn occurred...."
x3) Family Sharing is mentioned in this article
x2) Last Updated 3/06/25
x1) This article leads you to links to multiple other articles
Dispute Matrix
What is your team's QA average?
Ask TL
"My account has been restricted and I need to send money to my child who is across country! He is stranded and needs gas money. Can you please help me figure this out?”
Pain Point: Child is in need of funds
"I can assure you I'd be happy to look into this to figure out what's going on. I understand its a scary situation and I'd be happy to see what we can do to assist"
CCI requesting their full card number on the acct
x2 MULTIPLIER
Product Info> Apple Cash> PII Inquiry
CCI Restricted> cure None> Failed ID Validation: Manual Review. What is the first step taken to assist
DAILY DOUBLE
Check for Fraud Escalations Case
x3) Last updated 6/13/25
x2) "It is our job to ensure customers understand the benefits and value of Apple Cash"
x1) There are prerequisites in this article before you can perform the action requested by the customer
CX requests to close acct
What is the metric as a center we are slacking in and need to bring up higher
RepSat