Policy & Procedure
Lifetime limit of personalized apple cash accounts?
10!
What information can we provide T2 that cannot be provided to Apple SUPPORT?
We can provide T2 customer details since they are internal. Apple Support we cannot provide anything except the problem and first name.
Can we reverse a transaction?
No! Never
" I am calling in because it says i have two accounts and i cant send no money"
"Restricted or locked"
How many options do we have to successfully authenticate an account?
4!
How do we apply for internal jobs?
Dayforce!
What step is done after closing all unwanted accounts in a multi-surf?
Hint: this is done on the restricted account they want to keep.
We "update account" from the take action tab.
What do we call a transaction that is sent to a friend or family using two sources to fund the total amount sent?
P2P split
" Hello i see these charges on my account and i did not make these charges hunny, can you help me"
Hint: 3 possible articles
Pending/posted/dispute matrix
The customer provides us " Bob Jones" and the account states "Mike Jones", what should we do next?
Send the customer a transaction statement. Verify the name, confirm its the customer. Also get the last 4 of internal account number to complete authentication
What do we do if we see multiple reasons listed for a restriction?
We follow the 'curable' reason if one is listed.
Where do we sign up for Overtime? or check our schedule?
IEX
Can we provide the customer the name of the recipient/Sender of a P2P?
NO! we can not provide, but we can confirm
The call was transferred from Apple Support but we cannot gain a response from the customer, what article do we go to see our procedure?
Inbound call- Ghost call script
During fast call mode, what option can we use first that we usually use last?
Full account name and Full social security number
Stipulations for when a customer requests to close their account?
Zero balance, zero pending transactions, active and personalized.
Name two situations where we can escalate the caller to Tier 2?
Check the inbound article
Stand alone minor account wants to file a dispute, are we allowed?
No we cannot file the dispute. The account must be personalized to be eligible. A stand alone can never file a dispute.
P2P/P2P SPLIT/P2P EXPRESS
Name all 4 authentication options
Full name/email/dob
Full name/email/ last 4 of SSN
Full name/email/ internal account number
Full name/Full SSN
State full greeting and closing.
"Insert greeting here"
"closing"
What does P.I.I stand for?
Personal identifiable information.
Name all 3 P2P types and explain the source $$?
p2p- all apple cash
p2p split- apple cash and external
p2p express- all external
The account is healthy and active and customer is confirming they see a restricted message when selecting the Apple Cash card
System issue and maintenance
If the account holder wants a third party to speak on their behalf, is the third party allowed to verbally provide the authentication information?
NO! all authentication information must be provided by the account holder ONLY. Then they can provide permission of the third party to speak on their behalf.