Perpay
What are the three products offered by Perpay?
Marketplace
Perpay +
Credit card
What is considered an internal jargon?
Internal jargon refers to specialized words, acronyms, or phrases that are commonly used within a company or professional group but may be confusing or meaningless to outsiders.
Customer Issue:
The customer reports that their package shows as delivered, but they never received it.
Send to Post Shipment
What's the difference between L1 and L2 ?
L1 - Email and ticket (first outreach)
L2 - ESC
What do we need to receive before an order can be shipped?
First Direct deposit
Perpay was established in what year, and by whom?
Perpay was founded in 2017 by CEO Chris DeMarco
Perpay’s partnership is with what card brand?
Mastercard
Customer Issue:
The customer says their payment didn’t go through even though they attempted it twice.
Agent Resolution:
Review the customer’s account
Confirm whether the payment attempt shows on your end
Identify the cause (ex: bank decline, incorrect info, system error)
Provide a clear next step
What is Escalation?
If a conversation needs to go from a TBPO (L1) bucket to an HQ (L2) bucket due to the issue being unable to be resolved by TBPO
Give two examples of internal jargon used in Perpay Core.
Pinwheel
Fraudit
Along with 95 members, Perpay also has ___.
An office dog.
Give an example of a greeting.
Hi there! Thank you for reaching out. How can I assist you today?
Hello! I’m happy to help. What can I look into for you?
Mel reached out because she initiated a withdrawal but hasn’t received any updates about when she will get her payment. After checking the withdrawal on the admin page, you see it is currently in a fraud status. Which team should this be reassigned to for the best resolution?
Payment Processing.
Ann reached out because she’s unable to get her credit card to work. We’ve already confirmed that everything on our end is correct, and we’re unable to assist further with this issue.
Which team should this be reassigned to?
Credit Card email and Ticket
Customers must remain within their ____ in order for an order to be approved.
Available Spending Limit.
What is our mission?
To provide access to a better financial future through simple and inclusive products.
What are the four sections displayed on the admin page?
General
Marketplace
Message & Notes
Communication
Why Resolution Matters?
Builds trust and confidence
Reduces repeat contacts
Improves customer satisfaction
Ensures consistency and quality across all interaction
What Is Reassignment?
If a conversation is not related to the current bucket that it is in and needs to be handled by a different L1 team
Which three brands does Perpay carry products from?
Apple
Samsung
Ashley Homestore
Nike
What is the meaning of Pinwheel ?
Pinwheel is a company that attempts to automate the direct deposit setup process.
Mark just lost his job and informed us that he may not be able to make his upcoming payment. How would you respond to him?
“I’m really sorry to hear you’re going through this, and I understand how stressful this situation must feel.”
“I completely understand why you’re concerned, and I want to make this process as easy as possible for you.”
What Is a Resolution?
A resolution is the successful completion of a customer’s issue from start to finish. It means the customer’s concern has been fully addressed, the correct process has been followed, and no further action is needed from the customer or the agent.
John stated that he would like to return the earbuds because they do not fit in his ear. Which team should this request be reassigned to?
Post shipment Email and Ticket
What are two ways a customer can set up fast and reliable payments?
A customer can set up payments manually or through Pinwheel.