Documentation
What are the 5 things we need to include in our notes after a call?
Caller/Auth speaker
Issue/Reason for call
actions taken
Info Adv
Transactions details
We should disposition for the ________, which is the original reason for the call.
Call driver
Show in the article your full greeting
inbound
The customer states name on the account is Robert Smith, but the name on the account is Robert Michael Smith. What do you do?
Proceed- Name match
Name 3 Trainers
Carter
Widline
Kurtis
Alayzia
Achic
True or False
When a dispute case is submitted for a transaction you are required to document the transaction.
False
DD:
A customer calls in about a pending receiver approval P2P transaction, when you pull up the account you find out that it is a stand alone minor account. What do we disposition for?
P2P/Split/Express> Funds In> Unable to Accept Payment
Restricted> Chargebacks Received> Cure None
Show in the article how to review the case details
1. Navigate to the Cases tab
2. Locate any incoming Chargeback cases
3. Review status of the cases
You can repeat back the full SSN if they provided it first
Yes
Name 2 OMs
Tim
Reece
Quintanna
Achic
Do you have to document on the closed alternate multi surf account?
no
Customer calls in with the following: Locked / Cure None/ Failed KYC, the caller is 16 years old and is not interested in ACFS. What would be the disposition for this call?
Blocks> Locked> Stand Alone Minor
What is the first advise statement for Restricted> Failed KYC> Cure None?
Account holder is over 18- CIP Reset is Available
"I have reset the verification prompt....."
x2
Customer provides the correct Name, DOB, and Last 4 of SSN: What info do we need in order to get a full authentication option?
Bonus (300pts): How many points would be marked down for over verification like this scenario
Name as many TLs as you can
Each correct TL is Multiplier
If you submit an incorrect name it will cross out a correct name so make sure you answer correctly
Jacoby, Dart, Jamie, Eric, Eddie, Jalen, Jared, Desiree, Shondea, Sherae, Shine, Jasmine, Jocelyn, Ash, Josh, Carlos, Tavio, Maya, Kendric, Angela
What do we need to put on our notes if a third party is added to a call?
Their First and Last name
Name an example you are not required to disposition the account
Alt multi surf closure
x2
Show one restricted pathway that leads to ACFS and highlight in the article first adv statement
"Apple cash is intended for users 18 or older, to continue..."
You pull an account with the customer email, the account is personalized but the customer provides the incorrect DOB, last 4 of SSN, and last 4 of internal account number. What do you do?
Security purposes
Name 4 QA people
Carl, Nic, Caleb, Jessica
X2:
Customer calls in with the following: Restricted / Cure None/ Failed ID Validation, the account is personalized and returns back to active at the end of the call. How would you document this account?
cci w/ restricted acct//
Failed IDV//
Adv resubmit id per requirements//
acct active//
A customer calls in to close his Apple Cash account, you go ahead and close the account after making sure it's eligible. Do we disposition and notate the closed account?
Yes
Show how to update a minor's DOB in their settings
1. Go to settings
2. Click name at the top
3. Then click on "personal information"
4. Ensure DOB is correct
When an Organizer calls in about any of the Participants in their Apple Cash Family Sharing (ACFS), they have to authenticate each individual Participant account discussed
No they do not. Organizer owns the participant accounts therefor does not need to verify individually
Where can you find the employee handbook
Superpunch