Verification
Name 1 way to verify
per Inbound call handling
Cci w/ restricted acct// Failed KYC
Restricted
State full greeting
Name, Brand, Quality Assurance, Survey, willingness to assist
Customer called with restricted acct- BSA restriction
CCI w/ restricted acct// BSA Closure// adv perm restriction// adv no send or receive// adv send and receive available// nfq
Name the 3 Ops and 1 Director
MULTIPLIER
X1 TIM
X2 JASON
X3 ACHIC
X4 LAURA
What is the last way to verify/when email does not work
Full SSN and Name
Cci to dispute posted merchant transaction
posted and dispute matrix
Name 4 ways to verify
Per inbound
Transferred from support, Failed KYC restriction. Nickname instead of legal name on account. CIP available. Active after call
cx from support w/ restricted acct// Failed kyc// verified info on acct// nickname on acct instead of legal name// CIP reset// adv reverify// acct active
Top 3 Fatals
Verification, Documentation, and Proper information
How do you instruct someone to send a transaction statement?
X2 MULTIPLIER
Wallet> Apple Cash Card> ***> Card Details> Request Transaction Statement
xfered from support// silent caller
Inbound
Bonus 200pts: What is the scripting called and state the script
What is the length of time to gain response for a ghost call?
30 seconds
Customer called unable to receive P2P payment
12/23/24 Pending P2P Credit Pending Receiver Approval $25
Account is restricted Multi surf- Name Mismatch
x2 MULTIPLIER
CCI unable to receive P2P payment//
12/23/24 Pending P2P Credit Pending Receiver Approval $25
restricted multi surf- name mismatch//
BAR Case created adv SLA 48 hrs or less and monitor device for update//
Adv have sender cancel funds and resend once active//
adv if P2P not cancelled it will expire after 7 cal days
What does occupancy mean in the call center environment?
DAILY DOUBLE
You are in the billable aux as you are suppose to. Following IEX as you should and not in non billable or incorrect aux
Cx gives wrong account holder name, how do we verify?
Transactions statement- Last 4 of acct #, email, and name on statement
How long does it take to receive canceled P2P funds?
DAILY DOUBLE
Send and Receive
Customer will not give SSN for last verification attempt. What is the policy and procedure followed?
General Questions only
Cx xfered from support to dispute unauth transaction. Cx is a stand alone minor and D/C before ACFS setup
1/2/2025 Posted Fry's Debit $25
cx xfered from support//
unauth txn on stand alone minor acct//
adv ineligible for dispute//
adv acfs req or 18+//
adv perm lock on acct and new apple cash acct req for acfs//
cx d/c before acfs setup
1/2/2025 Posted Fry's Debit $25
What does AHT mean?
Average Handle Time
How do you instruct to personalize an acct?
Wallet> Apple Cash> ***> Card Detail> Verify at the bottom
Acct active in SF but cx states restricted on their device
System Issues
Minor called w/ stand alone account. Customer has an unauthorized transaction on their account. What is the policy followed
X2 MULTIPLIER
Per posted txn article
Not eligible for dispute due to minor. Minors req ACFS and if that is not setup then ineligible for dispute. Perm lock will be placed on acct for ATO and minor will be required to setup ACFS
Cx xfered from support but no one is there
Cx xfered from support but Ghost Call//
Script provided, no actions taken
T2 advised previously to create a BAR case last time you ran into an issue but the article does not state this. You have the same issue now, do you create that case?
No, call T2 again