ACFS
True or False: A parent can close a minor's account without the minor on the line
True
Cx called w/ restricted account. Failed KYC with Cure None. Nickname is on account instead of legal name. Cx is over 18. Account is active at the end of the call.
Caller: cci
Issue: Restricted- Failed KYC
Advise/Actions: verified acct info// nickname on acct instead of legal// CIP reset// adv resubmit legal info//
Resolution: Account verified and active
Transactions/Dates: N/A
Customer called in with a restricted account cure kyc
What article is used?
Restricted
Customer transferred from support w/ restricted acct- multi surf
T1> Care> Resolved
Blocks> Restricted> Multi Surf
Who is your Nesting TL
Jacoby/Coby Freeman
What are the requirements for minor account closure in order to set up Apple Cash Family Sharing?
Minor Requirements: No pending transactions, no balance, organizer on the line
Organizer Requirements: 18+, has an Apple Account, Active and Personalized
Customer called in wanting to dispute a failed merchant transaction.
Salesforce Transaction Info:
11/17/24 Pending Debit Walgreens $30
Release Date: 12/1/24
Caller: cci
Issue: wants to dispute failed merchant txn
Advised/Actions: txn pending// adv unable to dispute while pending// adv contact merchant// adv call back after release date if funds do not post back to acct
Resolution: adv call back if funds do not post back to acct after release date
Transactions/Dates: Release date- 12/2/24 EOD// 11/17/24 Pending Debit Walgreens $30
What article can you find your full greeting in?
Chatter Blast
Cci-Stand alone minor w/ restriction
T1> IVR> Resolved
Blocks> Restricted> Stand alone minor
How do you sign up for OT
IEX Time Board
Stand alone minor wants to dispute a transaction, can they?
No, stand alone minors are unable to personalize their account and are set up against the T&C
Customer called in with restricted account. User has too many surfs> cure None. Customer's name is Robert Smith and alternate Personalized account name is Bob Smith. Customer wants the account they called about to be activated
Caller: cci
Issue: Multi surf restriction
Actions/Advised: adv more than 1 acct per ssn// adv 1 acct per ssn req// cx adv keep this acct// closed alt acct w/ cx permission// update current acct//
Resolution: acct active
Transaction/Dates: N/A
What article besides posted and pending should you use for P2P transactions?
Send and Receive
Cci to follow up on dispute WIP
T1> IVR> Resolved
Chargeback/Dispute/Request for Refund Follow up> Dispute/Request for Refund Follow up> Follow up WIP
Name all 4 ways to authenticate AND how to verify your identity on device in Wallet
1- email, name on acct, DOB
2- email, name on acct, last 4 of SSN
3- email, name on acct, last 4 of acct #
4- name on acct and full SSN
Wallet> Apple Cash Card> *** top right> Card Details> Bottom says Verify Identity
Can an organizer have a permanently restricted account? Why or why not?
No, you have to be Active and Personalized
Customer transferred from support wanting to dispute a posted unauthorized transaction. Customer has a stand alone minor account. Customer hangs up after advise information.
Salesforce Transaction Details:
11/20/24 Posted Debit Doordash $9.99
Caller: cx xferred from support
Issue: unauth txn; stand alone minor acct
Actions/Advised: adv cx unable to dispute txn due to stand alone minor// adv 18+ or acfs req//
Resolution: informed of acfs// cx hung up before setup
Transactions/Dates: 11/20/24 Posted Debit Doordash $9.99
How long should you attempt to gain response from a customer if they do not respond and what script should you use if that response is not given?
State timeframe, name of script, and the full script in your answer (your own words or suggested script accepted)
30 second wait- Ghost Call script- "I am unable to hear you, if you are able to hear me feel free to give us a call back if you need further assistance. I am now authorized to release the line, thank you for calling Apple Cash support. Have a great day"
Dispute case created for failed merchant txn. cx xferred from support
T1> Care> Case Created
Transactions/Balance> Spend-Merchant> Dispute case created
What does AHT stand for?
Average Handle Time
Bonus (100pts)- What is our expected average?
Guide me through how to setup ACFS
$0 balance on account, 0 pending transactions, adult with Active Personalized account added to the line, ensure minor birthday is correct in device, close minor account, ensure minor added to Family Sharing, click minor's name in Family sharing after verifying age correct under name and advise organizer to go through set up apple cash prompts, setup successful
Customer transferred from support. Stand alone minor and mother Jane Doe on the line to setup ACFS. ACFS setup successful. Minor has no pending transactions or balance on account
MINOR AND ORGANIZER DOCUMENTATION REQUIRED
Caller: cx xferred from support
Issue: acfs setup needed
Actions/Advised: org mom Jane Doe on speaker w/ cx// verified cx approves to discuss acct w/ org// 0 bal or pending txns// org active and personalized// adv close minor acct// acct closed// adv through acfs setup//
Resolution: acfs setup successful
Transactions/Dates: N/A
Caller: cx on call w/ stand alone minor xfered from support
Issue: acfs setup request
Advised/Actions: verified active and personalized// minor acct closed// adv through acfs setup
Resolution: acfs successful
Transactions/dates: N/A
Customer has a multi surf restriction and the other personalized account is not one they authorized or recognize. What is the process to resolve this issue
Report True Name Identity
Organizer account disposition- added to call to setup acfs, ACFS setup unsuccessful
T1> IVR> Resolved
Family Account> Owner> Family Account Setup
Full Mock call with me as the customer
Disputing unauth posted txn- tenured personalized acct
Following through article for whether correct respose is given