Ticket handling 101
This response is sent immediately after a ticket is assigned.
Greetings/g/ bg
This action is important to make sure that the member will not be charged on the next 30 days while we are waiting for their Genius to be canceled.
Delay genius payment
The customer need to have this Genius plan to access financial advice.
Genius plus
This combines our Savings and Investing features, and allows customers to choose how much of each automatic transfer will be allocated to Savings and Investing.
SMART MONEY
This verification is to ensure the linked account is open, and functions for ACH deposits and withdrawals.
ACH verification
If you feel that you solved/resolved the issue, close the ticket immediately with this response.
Close/close G snippet
This SR explains the cancelation options that the customer currently has.
cancel_plan_options
We send this SR if we’ve offered the highest refund we can for this specific customer, then we need to draw the line and tell them we cannot refund any additional months of payment.
cancel_refund_highest_offer
This verification is done to further verify the identity of our customer when their data is not sufficient or upstanding enough to pass regular KYC on it’s own.
Persona
This symbol that can be seen in the accounts tab means that the manual verification has not been prompted in the app.
DASH (-)
This response should be used when a resolution cannot be provided after sending a greeting.
Hold messages
These funds in Albert Savings can be refunded back to Albert if the member is escalated and would like to cancel their plan.
Total bonuses earned/ bonuses earned
This is where we can locate and find the customer’s next payment date in MC. SPECIFIC PART IN MC.
Billing table
This feature monitors your money for suspicious activity 24/7 and sends alerts for possible threats to your financial accounts and identity.
Albert Protect
This account is usually greyed out in the accounts tab but isn't hidden.
Decommisioned bank acccounts
The only status of the ticket where you can send your response, tag complaints and add notes.
Awaiting agent
This is the only type of initiated payment you should cancel.
ACH external payments from a linked bank account
This SR is sent because some Albert features require a plan, which customers can opt out of at any time.
genius_flow_opt_out
This is the concept where all external bank accounts linked to features will actually be linked to Albert Cash in the back end.
Universal Cash
This is an account that is not considered “active”, and cannot be used as a funding source.
Dormant/ Dormant account
This is the status of the ticket if you are waiting on the customer to send documentation.
Awaiting Customer
If the initiated Genius payment transaction is processing with this transfer type, this should be treated as if it is already complete. The payment cannot be canceled and will need to be refunded.
ACH internal payments with Albert Cash
This SR asks non-customer to provide information to locate the charge and identify themselves.
unauthorized_charges_no_charge_located
This feature sets up a policy directly in the app through our partner Experian.
Car Insurance
This ACH error indicates the account has been frozen — by either the customer or their bank.
R16