Dispositions
CCI Failed KYC
T1/ IVR/ Resolved
Blocks/ Restricted/ Failed KYC
What info can T2 that cannot be given to support
T2 can be given any info, support is only allowed gen info
What are you required to do when you discuss a transaction on a call
Notate Trans
What is the lifetime limit of Apple Cash accounts
10 Personalized Accounts
When can we REVERSE a transaction
NEVER
CCI to dispute posted merchant transaction- dispute eligible
T1/ IVR/ Case Created
Transfer/Balance/ Merchant/ Dispute Case Created
What step is done after closing the unwanted multi surf account(s)
X2 MULTIPLIER
Update the acct
What details cannot be released to the customer when reviewing a P2P trans
PII/ Account holder name under trans details
Where do you apply to internal jobs
Dayforce
Name 3 QAs
Caleb, Jessica, Nicholas, Carl
Cx transferred from support to follow up on a dispute- WIP
T1/ Care/ Resolved
Dispute Follow Up/ Dispute Follow Up/ WIP
What program do you use to sign up for OT
IEX
CCI to report a scam. What do you put in the text box when submitting scam report?
Any details provided regarding scam
What are the ACFS requirements to close a stand alone minor account
$0 bal, 0 pending trans, and org 18+ on the line
Org 18+, Apple Cash acct, Active and Personalized acct
What do you do when a customer calls on behalf of a deceased acct holder
Xfer to Apple Support per article
CCI to dispute transaction. Cx sent funds for concert tickets bought on Facebook Marketplace, but never received the product from merchant
X2 MULTIPLIER
T1/ IVR/ Case Created
P2P/ Funds Out/ Scam Report Created
Name 2 instances you can escalate to T2
Utilize t2 escalations article in Inbound
Stand alone minor wants to dispute an unauth transaction, what is the policy
Perm lock acct and cx is ineligible for dispute. ACFS req for minors so new apple acct required to continue using apple cash
What do you do when there are multiple reasons for a restriction? Which one do we follow
EX: Failed KYC/ Abuse Behavior
The curable one
How long do you have to work here to be eligible for internal job openings
90 days
T1/ Care/ Resloved
IVR/ Transfer/ Call Not Transferred
OR
IVR/ Connectivity/System/ Ghost Call
What does PII stand for
Personally Identifiable Information
How many transactions can be filed per 1 dispute case
50 Transactions
What are the the requirements to close an account excluding when the article advises closure
DAILY DOUBLE
Active, Personalized, 0 pending, 0 balance
Name 5 TLs
DAILY DOUBLE
Ash, Lorrice, Eric, Miles, Carlos, Brooke, Tanna, Queenie, Sherae, Lakendrick, Octavio