PID
What does High Risk PID consist of?
2 Static and 2 dynamic PIDs/Question
Gusto ko sana magpalit ng mobile number, mahina kasi ang signal ng Globe sa lugar namin. Paano kaya? (Category > Sub Category)
Reassignment > Update Number
What should be the handling if customer with MIN: 639381647628's bank transfer transaction dated February 21, 2024 from Union Bank going to his Maya Account was still not credited? (hint: Need to check the account)
Transfer the call to Maya Negosyo / Padala hotline
100: How many ACTIVE Personal Goals this MIN has 639953285783?
1
100: Tool used to keep the call documentation
Salesforce
What should be the PID if customer called in because he can't change his password (Forgot password) since he no longer has an access to his old email address?
High Risk PID
"Hindi ako maka login sa Maya kasi diko mareceive ang OTP." (Category > Sub Category)
Account Security > One Time Password
What should be the FIRST HANDLING/RESO if customer called in to request for a change of MIN due to defective sim card? Per checking, account is KYC0.
Offer sim portability
What would be the basis of virtual card's card scheme? (visa / mastercard)
Issued virtual card will be based if the last character of the account ID is ODD or EVEN.
For VC renewal:
If VISA is old, Renewal is VISA
If MASTERCARD is old, Renewal is Mastercard
NOTE: Prior Dec. 5, all VC created = VISA
Account Blocking Option when blocking an account due to Account Takeover (One way blocking)
Others - see CMS Notes
What static questions can we ask if the account is KYC0 with no linked email address (no personal details shows on the account)?
Do you have a Maya Savings account?
Do you have a Maya Credit account?
What should be the SF Ticket type if customer called in because of his beyond 3 BDs escalated deduplication concern?
Request
What should be the handling if customer cant login on his Maya Account. Per checking, account has invalid email address? (PID, Reso, SLA)
High Risk PID. Submit LOR, POI, selfie holding the ID to docs-support@maya.ph. SLA: 24 hrs
How much is the Maya Credit Outstanding Balance of MIN: 639953285783
Total Outstanding Balance 12,846.00
Hunt: Using SF, find the Contact Reference Detail of MIN: 639052404314
Name:
MIN:
Relationship:
Full Name: Miyuki Domingo
MIN: 639695406753
Relationship: Friend
What available static and dynamic questions we can ask if high risk PID is needed with MIN: 639081726855 (hint: Check the account for possible PID questions)
Do you have a Maya Savings account?
Do you have a Maya Credit account?
Wallet Balance
Savings Balance
2 important details that are needed to link on the case number when holding the Maya Savings:
MIN
Maya Savings Account Number
What are the 2 main requirements for balance transfer?
Source account should be deactivated
Target account should be upgraded
Get the following needed details:
MIN: 639455034892
Add Money via Credit Card
Date: January 30, 2024
RRN: e7749221ab4f
Amount: 10,000
Status:
Error Message (if applicable):
Card Scheme Used:
Status: PAYMENT_FAILED
Error Message (if applicable): Acquirer decline
Card Scheme Used: VISA
Screen where we can check the daily limit interest of subs
card4
If customer with MIN 639052404314 can no longer remember any dynamic PID because she cant login to her account due to lost phone, what other PID questions you can ask if a high risk PID is needed to perform? Provided that she already answered DOB and POB. (give specific PID question/s)
Email Address
Present Address
Do you have Maya Savings? How many active PG do you have?
Do you have Maya Credit?
Contact Reference Details
Create a full ticket (complete details) for holding the savings account of MIN: 639052404314 due to Unauthorized Txn. Send the case number.
17729219
Explain why we can't deactivate account with blocking code?
Because subs has to fulfill any pending obligations/case first before we can deactivate the account. This is to ensure that subs can't also create another account thus, restricts the customer in using Maya to any future possible fraudulent activities.
Get the following needed details:
MIN: 639999948210
Merchant Name: AGODA
Date: 27Feb24
Amount: 5,871.19
RRN:
Auth Code:
Status:
Service Code:
RRN: 405803352883
Auth Code: 341267
Status: Outstanding
Service Code: CALERT
Meaning of the ff:
Purchase max. amount =
Default Cash Adv max amount =
High Risk Cash Adv max amt =
Deposit max. amount =
Transfer max. amount =
Purchase max. amount = all purchases
Default Cash Adv max amount = all ATM withdrawal txn
High Risk Cash Adv max amt = all bank transfers (going out)
Deposit max. amount = all add money (instapay receiving / cash in / send money (receiving)
Transfer max. amount = all send money txm