Articles
State your full greeting
Brand, Name, Quality assurance, Survey
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"
Customer transferred from support w/ restricted acct- multi surf
T1> Care> Resolved
Blocks> Restricted> Multi Surf
How do you clock in once you are in nesting?
Twillio
Guide through full ACFS setup
Mock call
Mock call- article will decide if properly setup
What article should you use for P2P transactions other than posted/pending
send and receive
What is the SLA for a BAR case
48 hrs or less
Cci-Stand alone minor w/ restriction
T1> IVR> Resolved
Blocks> Restricted> Stand alone minor
Where do you go to view announcements and communicate with your team once you're on production?
Superpunch Chat
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
What 3 resources can you use?
KMS articles, support.apple, and leadership/T2
What is the difference in a suggested script vs required script
suggested can be in your own words vs required has to be stated as is for legal purposes
Bonus (100pts)- give an example of a required script
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
What are the requirements for a transaction to be classified as a scam?
authorized P2P transaction- goods or services not received or send money related scam
Name 3 TLs
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"
What is the timeframe given to the customer for the return of funds for a cancelled P2P Express?
contact external bank for the timeframe
Dispute case created for failed merchant txn. cx xferred from support
T1> Care> Case Created
Transactions/Balance> Spend-Merchant> Dispute case created
DOCUMENTATION- 2.5 mins
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
Full Mock call with me as the customer
Disputing unauth posted txn- tenured personalized acct
Following through article for whether correct respose is given
What article has your full greeting?
Chatter Blast
State you full closing
Do you have any more questions? Thank you for calling apple cash support, have a great day.
Organizer account disposition- added to call to setup acfs, ACFS setup unsuccessful
T1> IVR> Resolved
Family Account> Owner> Family Account Setup
Name 3 Ops
Jason, Tim, Achic
When can you apply for internal jobs? Where do you do so?
90 days, in Dayforce