CREDIT CARD
Is it possible to unblock a client's credit card if they have contacted us through chat?
No, enhanced verification (EV) needs to be passed with the client. They will need to call our Credit Card phone line.
A client would like to have more information on a transaction made with their cash card. Where would a JIRA be cut for this request?
WOCOO: Prepaid Card - Transactions
Where can I check the status of an e-transfer?
OAS - Central One
How do you link a JIRA ticket to Zendesk?
1) Create your JIRA ticket (in JIRA)
2) After creating the ticket, copy the JIRA link associated to your ticket
3) In Zendesk, under JIRA, select "Link Issue" and copy the JIRA link
4) Confirm by clicking "Link Issue"
A Generation client has asked for a credit card limit increase. Where would a JIRA be cut for this request?
CRED (Credit Decisioning)
The client is having issues adding their virtual card to their virtual wallet. Where should the JIRA be cut?
WOCOO: Prepaid Cards: Digital Wallet
If an e-transfer is "blocked", should a JIRA ticket be cut? If so, where?
Yes - Fraud Ops with the information provided in the macro: Cancel/Pushthrough a pending E-Transfer (Internal Note)
What should always be included in a JIRA ticket?
A client would like to have more information on a transaction made with their credit card. Where would a JIRA be cut for this request?
WOCOO: Credit Card - Transactions
Where would I cut a JIRA if I have a question related to Prepaid and Credit Card originating rewards, including cashback and ATM reimbursements
WOCOO:
Prepaid Card - Rewards
Credit Card - Rewards
A client has not received an e-transfer they were expecting to their wealthsimple.me email address. Is a JIRA needed here?
No - usually, this is because the sending institution is blocking the transfer due to not recognizing WS, this would be pushed by the sending institution and not WS. You can use the macro: Troubleshoot Receiving An E-transfer (My money hasn't been deposited yet!)
An agent is having issues changing a client's cash handle. Where should a JIRA be cut for help with this?
EOC: P2P - Contact Management
A client has a question about their credit card statement and mentions there is a discrepancy. Where would a JIRA be cut for assistance?
WOCOO: Credit Card - Statements
In Atlas, a client's cash account is not linked to an active KOHO account. Where should a JIRA be created for assistance?
EOC: Payment Card - Issuance and Lifecycle
What steps should we take when a client contacts us about a P2P transfer they made by mistake (to the wrong recipient)?
1) Create a new ticket and contact the unintended recipient to request that the funds be returned, using the macro: Cash::Instant Money Payments via Cash::First P2P Reachout >$1000.
2) Link the new ticket to the original inquiry ticket in the internal notes.
3) Create a JIRA ticket if the unintended recipient does not return the funds.
What should always be included in an outbound ticket to KOHO support?
1) Cardholder Reference Number + Email
2) Relevant Cardholder information: Address, Shipping Address, transaction information, phone number
3) Summary of problem: Screenshots, Receipts, Transaction details
What should always be provided in any JIRA we cut for assistance with Credit Cards?
There is an unknown merchant hold placed on a client's account following a refund. Where should I be requesting assistance?
Create an outbound ticket to KOHO
Which board should a JIRA ticket be assigned to for a P2P transaction reversal request?
BOSM (Brokerage Ops Securities Management)
What should you never include in a JIRA ticket?
Hint: You should never include this in Slack either
PII (Personal Identifying Information)