Articles
Where do you find your full greeting?
Inbound Call Handling
Where do you clock in while in training?
Superpunch
Customer called w/ restricted account. Cure None- User has too many Personalized Surfs. What is the first advise statement you would provide to the customer?
"your account has been restricted due to having multiple Apple Cash accounts open under the same social security number"
What phone number should you call if you will be late or absent?
BAT Phone
Name 3 Trainers
Kurtis
Carter
Widline
Alazyia
EP (Training Lead)
What is the one thing you should do after locating a customer's account?
Authenticate customer
Where do you view your pay stub
Dayforce
What is the SLA for a BAR Case?
48 hrs or less
If you fail to fully verify an account what would your QA score be?
0%
Name 2 Ops
Tim
Achic
Laura (Director)
What site can we also use a resource other than our KMS Articles?
support.apple
What system is used to pull up and view accounts?
Salesforce (in remote)
Customer was transferred from support but you have not gained response after 30 seconds. What script is used?
Ghost call script
What is the requirement for a minor to use Apple Cash?
Apple Cash Family Sharing Setup
Name 2 QAS
Robert
Nicole
Nicholas
Carl
E. P
Name all 4 ways to verify
1) First and last name as it appears on the account, DOB, Email
2)First and last name as it appears on the account, Last 4 of Acct #, Email
3)First and last name as it appears on the account, Last 4 of SSN, Email
4) First and last name as it appears on the account and Full 9 digit SSn
How and where do you submit corrections to your time punches?
in Superpunch you make exceptions to fix your time
What is the timeframe/script given to the customer for the return of funds for a cancelled P2P Express?
Contact external bank for the timeframe of refund
Customer called in with a restricted account. BSA Account Closure- Cure None. How would you document that account?
Caller: cci
Issue: Restricted BSA Closure
Advise/Actions: adv perm restricted// adv no send or receive// adv apple pay available
Resolution: perm restriction
Transactions/dates: N/A
Name 4 TLs
Lorrice, Eric, Carlos, Tanna, Sherae, Brooke, Jamie, Ash, Shine, Jasmine, Darteceia
State your full greeting
Brand, Quality Assurance, Name, and survey
Where do you go to view announcements and communicate with your team once you're on production?
Superpunch Chat
State you full closing
Are there any other questions or concerns I may assist with today?... Great, I hope you have a wonderful rest of your day. Thank you for calling Apple Cash Support!
What are the 6 requirement for a minor to setup ACFS?
Minor: $0 balance, 0 pending txns, and org on the line
Organizer: 18 or older added to line, phone compatible with apple cash, Active and Personalized account
How would you document an account with the below scenario?
CCI unable to receive a P2P payment
(1/24/25 P2P Credit Pending Receiver Approval $25)
Account is restricted> personalized> User has too many personalized surfs> Cure None
Name on OG account is Matt Smith but alternate account says Matthew Damon
Hint: There are 2 Articles used for the resolution
Caller/auth Speaker: CCI
Issue: Unable to receive p2p payment// account restricted multi surf
Actions taken/adv: adv more than 1 acct open per ssn// adv case created// adv 48 hr SLA or less and monitor device// adv have sender cancel and resend when active or a different way// adv if not cancelled after 7 cal days funds will auto cancel
Resolution: case created// have sender cancel and send when able or another way
Transactions/Dates: 1/24/25 P2P Credit Pending Receiver Approval $25