CREDIT CARD
Is it possible to unblock a client's credit card if they have contacted us through chat?
No, enhanced verification (EV) needs to be passed with the client. They will need to call our Credit Card phone line.
Where can I check the status of an e-transfer?
OAS - Central One
A Generation client has asked for a credit card limit increase. Where would a JIRA be cut for this request?
CRED (Credit Decisioning)
The client is having issues adding their virtual card to their virtual wallet. Where should the JIRA be cut?
WOCOO: Prepaid Cards: Digital Wallet
If an e-transfer is "blocked", where should a JIRA ticket be cut?
Fraud Ops
What steps should we take when a client contacts us about a P2P transfer they made by mistake (to the wrong recipient)?
1) Create a new ticket and contact the unintended recipient to request that the funds be returned, using the macro: Cash::Instant Money Payments via Cash::First P2P Reachout >$1000.
2) Link the new ticket to the original inquiry ticket in the internal notes.
3) Create a JIRA ticket if the unintended recipient does not return the funds.
What should always be included in a JIRA ticket?
Where would I cut a JIRA if I have a question related to Prepaid and Credit Card originating rewards, including cashback and ATM reimbursements
EOC: Payment Card - Rewards & ATM Fee Reimbursements
Or
WOCOO:
Prepaid Card - Rewards
Credit Card - Rewards
(Needs to be confirmed)
Which board should a JIRA ticket be assigned to for a P2P transaction reversal request?
BOSM (Brokerage Ops Securities Management)
In Atlas, a client's cash account is not linked to an active KOHO account. Where should a JIRA be created for assistance?
EOC: Payment Card - Issuance and Lifecycle
An agent is having issues changing a client's cash handle. Where should a JIRA be cut for help with this?
EOC: E-transfers - Receiving to (wealthsimple.me email)
To confirm
What should always be included in an outbound ticket to KOHO support?
1) Cardholder Reference Number + Email
2) Relevant Cardholder information: Address, Shipping Address, transaction information, phone number
3) Summary of problem: Screenshots, Receipts, Transaction details