Account Maintenance
These 5 pieces of information are required for all beneficial owners
What is name, national ID, date of birth, home address/physical address?
https://helpcenter.aexp.com/us/en/ecco/procedure/251-300/pro51101-51200/pro51125
This system is used to locate AH username
What is Wings/BSP?
These are the documents we can accept if AH want to change the business name
What is secretary of state filing, articles of organization or corporate minutes signed by company's board members?
This action is required to detail your interaction with BCA AHs on every call (when applicable) and must be placed on the org level of the account
What are account notes?
https://helpcenter.aexp.com/us/en/ecco/procedure/251-300/pro51101-51200/pro51106
This is an alternative to AH using Quickbooks
What is "Download their transactions (CSV file) online?
This is the action to take on a debit card to temporarily prevent spending.
This is the process to follow if applicable trouble shooting steps have not resolved a technical issue
What is a tech ticket?
These are the number of days AH has to fund their account before it goes to "Pending Termination"
This is the amount of days a phone number must be tenured in Lexis Nexis in order for us to issue an OTP
What is 60 days?
These are the 3 criteria to meet in order for new AH to earn a welcome bonus
What is:
These 3 pieces of contact information can be changed by the AH via the app or desktop site.
What is phone number, email address and home address?
This is CHC used for general, application and transaction/funding errors
What is 'Business Checking - Online or App Technical Error Messages?"
This is the status an unfunded account which can be reopened with funding via ACH or wire from an external bank
What is Pending Termination in secondary status?
Name 3 pieces of restricted account information
This amount of membership rewards points is equal to $80 USD for the standard rate and this amount of membership rewards points is equal to $100 USD for the business platinum rate.
This account type is restricted to 2 if they are opened and left unfunded.
What is a sub account?
https://helpcenter.aexp.com/us/en/ecco/procedure/201-250/pro51201-51300/pro51213
This is the process to follow if AH is receiving a "Do Not Honor Decline" at one merchant
What is:
Verify how the card is being presented. If the Merchant is hand keying the card, ask if it is possible to physically present the card.
If it can be presented and is approved, process complete.
If it is not possible to physically present the card, advise the Customer to use another form of payment.
Apologize to the Customer for the inconvenience that we are unable to approve the charge with the Merchant and request them to use another form of payment. Let them know that we are constantly working to improve our debit card acceptance to allow them to transact as per their business needs.
Follow the Ticket Capture process and include screenshots of Decline in Payments One and mention that the card is being keyed. Indicate Do Not Honor in the subject line.
If Complaint guidelines are met, capture the complaint in Global Complaints on CLIC (GCOC).
These are the acceptable hours for a customer call back
What is 9 AM - 9 PM, customer's local time?
Permission to speak with a 3rd party is good for how many calls?
What is 1 call?
https://helpcenter.aexp.com/us/en/ecco/policy/pol1-100/pol19
These 3rd party payment apps are alternatives to suggest if AH or potential AH is inquiring about cash app compatibility
This verbiage is required to be disclosed to AHs closing their account.
What is "
Advise the Customer that upon account closure they will receive an email confirming the cancellation within 5 working days and their 1099 tax report will be sent out in the mail when available.
Advise the Customer to destroy their Debit Card securely by cutting through the chip and magnetic strip after they receive confirmation that the account has been closed."
This is the department to contact if AH is locked out of account and CCP is unable to get them logged in after troubleshooting.
What is Back Office Fraud?
https://helpcenter.aexp.com/us/en/ecco/procedure/251-300/pro51101-51200/pro51145
This is the process where AH must complete a new W9 form, send it via a DocUpload link and BO will adjust this amount within 7-10 days of receipt
What is "Add or Remove Back Withholding?"
When AH is requesting a correction for EIN, SSN or TIN, this action must be taken to prevent any transactions until the documentation has been received for the correction.
What is a restriction?
https://helpcenter.aexp.com/us/en/ecco/procedure/451-500/pro51501-51600/pro51532
This is an option for select AH to make international payments in various currencies
What is Global Pay?
See Daily Beats from 9/15/2022