Physical Card
No, we can only cancel the card in AUI, we cannot replace the card on our end its only a Wallet Only feature
Is there a verbatim we are required to read to the estate administrator?
Yes, in the RA there is a verbatim we have to read
What information is required to close an account?
Customers CID, reason for closure, attempt to save and verified it is the correct account
What systems do we use to pull up the customers account?
AUI and Appian
Can a customer cancel a payment through Wallet App?
Yes they can go to their payments in their Apple Card and cancel the payment
Can we replace cancel card if there has been fraud transactions?
No, if there are any fraud transactions we warm transfer to fraud.
What flag would be present on a deceased customers account?
"Pending Deceased" flag will be present
Do we have to provide a verbatim when closing an account?
Yes there is a verbatim required to be read when closing an account in the RA
What systems do we use to get help while taking calls/chats?
Quick Connect (QC) and Symphony
What types of payment methods can a customer use to pay their Apple Card monthly bill?
Apple Cash (APC), Bank account (ACH) Bill Pay and Physical Check
Can we order the Physical Card for the customer?
No, we can only give the self service option as the Physical Card is a Wallet only feature
Can a deceased customers estate administrator make a payment on the account?
Yes, but they will have to send a payment to our Physical Address.
Do you have to get a manager (T2's or TL) approval before closing an account?
YES, you always have to have a TL or T2 approval before closing an account.
What system do we use to clock in everyday?
Estart
What information is used to verify a customer?
Full name, last 4 SSN, DOB, Phone Number
If a customer has a "No Access to Wallet App" flag present can they order a Physical card?
No, the Physical Card is a Wallet only feature. If a customer does not have access to a Wallet App they can only use their line of credit on the Apple store website or a Physical Apple store
If the deceased customers spouse calls and wants to gain information are they responsible?
No only the estate is responsible for the debt
Are customers required to pay their bill in full before closing their account?
No, it's advised but they aren't required. If they don't they will still receive statements as well as interest until that account is paid in full.
Where do we check to see our breaks and lunches?
Variant
What are the 4 Card Balances?
Current Card Balance, Monthly Balance (statement balance) and Total Card Balance, and Installment Balance.
If the customer is unable to request a replacement what department can we get them to?
Fraud.
What are the steps if the caller is not the estate administrator for the deceased customers account?
What information do you have to confirm when closing an account?
Full name and email
Where do we see our days off or request overtime?
NICE
What is an L2 complaint?
A consumer complaint