Initiate Transfer
CX states "I want to dispute one of my transactions from January"
Cold or Warm transfer?
What department would you transfer to?
Cold/Disputes
How many one-time payments can be scheduled within the same say?
You may schedule up to 5 one-time ACH payments on the same day
What are we legally required to say?
We are on a monitored and recorded line.
CX states "I missed a payment. I'm currently experiencing a financial hardship"
Account status "OVERDUE"
Warm or Cold transfer?
What department would you transfer to?
Cold/Collections
Can a participant schedule a payment towards the account?
No, a participant would not be able to schedule a payment towards the account.
How long should you put the customer on hold for?
2 Minutes.
CX states "I am having trouble seeing my transactions on my Wallet App since December"
Warm or Cold Transfer?
What department would you transfer to?
Warm/Apple Support
CX has a balance of $50.00 and wants to schedule a payment of $50.50
Will they be able to schedule the payment?
No, they will only be able to schedule a payment for whatever is owed
Payments must be greater than $0
CX needs assistance verifying their email address and wants us to provide them with that info.
Can we?
NO!
Do not share PII on a call—including SSN, address, email, phone number, date of birth, driver's license number, etc.
CX states "I want to know about the specs on the new iPhone 17, compared to the iPhone 15 I have"
Warm or Cold transfer?
What department would you transfer to, and why?
Cold/Apple Support
The scheduled payment will take effect by the end of the day on when it was scheduled.
CX wants to know your location. What are you allowed to tell Mr. Customer?
Goldman Sachs Bank USA is a US based company, with locations around the globe. I’m located in (state name of country you are located in).
CX states "My Daily Cash isn't going to my Apple Cash Card anymore, I believe it's due to a restriction. Can you help me out?"
Warm or Cold transfer?
What department would you transfer to?
Cold/Apple Cash Support
Debt Settlement Company calls in on behalf of the account and wants to schedule a payment for the CX
"Debt Settlement Company has Power of Attorney"
Can we schedule the payment?
Yes, you can schedule the payment for the DSC
CX says they do not feel comfortable speaking on a monitored and recorded line.
What should you do?