Wallet Navigation
What are the steps to helping a customer view their daily cash on their device?
Wallet-Apple card> 3 dots top right > daily cash > daily cash election > options: apple cash or savings
Where do you find the customers full account and routing number in AUI?
After selecting the account in AUI dashboard select the "more information" link to view that information. You also may advise customer
How long does it take for us to close a customers zero balance account?
2 business days
If a customer wants to update their phone number, who do you transfer the call to?
Fraud team
When will funds from an incoming ODFI transfer be available to the customer?
Up to 5 business days if the transfer was initiated on a business day before 9:30 pm est
What is the second step in updating the customers physical address on the phone?
Where do you go to check the status of a transfer in AUI?
After authenticating the cx select their HYSA account from the dashboard then scroll down and select the requested transfer, scroll down to view transfer details
A customers can opt out of Arbitration within how many days of account opening?
Day of account opening plus 90 calender days
How would you categorize the following complaint: "I wish my participants could open a savings account as well."
Level 1 Voice of Customer
When do funds from an incoming ODFI transfer start earning interest?
The day the transfer is initiated
Where can a customer locate their deposit account agreement?
Wallet app > Apple card > savings account > top right 3 dots > account details > Terms and conditions
Where in AUI do you manage customers beneficiaries?
Relationship center under the customer dropdown in the top navigation bar.
What things do you need to review before submitting a tech ticket?
Tech troubleshooting checklist
What pieces of information do we need to gather from a customer calling in on a recognized phone number? (Highline- customer authentication inbound call) Ani match
Full name, Last 4 ssn, dob
From the savings dashboard in the wallet where can customers find their interest paid year to date?
Wallet app > Apple Card > savings account > top 3 right dots > account details
What steps can the customer follow to transfer money to or from their savings account?
Wallet > Apple Card > savings > add money > enter amount of transfer > tap linked account > confirm transfer
What steps can the customer follow to access their statements for their Savings account in the wallet?
For phone: wallet Apple Card > savings account - scroll down > tap documents > statements
For Ipad: settings > wallet & apple pay > savings
How many linked external accounts can a customer have?
up to 10
How would you categorize the following complaint: "Thats really to bad you dont offer wire transfers."
Voice of customer, feature request
What do you do if an account shows: "linked ownership not verified"
Troubleshoot first by reading the external account requirements then advise the customer to unlink and re-link the external account. If that does not work transfer to customer fraud for an ownership verification call.
What steps can the customer follow to manage their notifications for their savings account?
For wallet: Wallet app > apple card > Savings account > top right 3 dots > notifications
For settings: Settings > scroll to notifications > scroll to wallet > make selection for wallet specific notifications
What steps can the customer follow to set up automatic deposits of Daily Cash into their Savings Account?
wallet Apple Card > 3 dots top right > daily cash > daily cash election > options : apple cash or savings > tap savings
Is HYSA FDIC covered? If so how much?
Yes for maximum deposit insurance amount or any other questions fere customer to FDIC
What level of complaint would it be if someone alleges discrimination based on race?
Level 3 escalated Consumer Complaint
Where can the "eligible devices" definition be located in the wallet app?
Wallet app > Apple Card > savings account > top right 3 dots > account details > terms and conditions