Disputes
The timeframe for a regular dispute update.
10 business days
What information do we need to verify to make a profile update?
Last ACH/DD
What needs to match in CST and Visa for us to be able to proceed with the Mobile Wallet activation?
The last 4 of the phone number .
9 business days.
Why can’t I use the money I earned? This is unfair and against the law.
Tier 1
We can do this for a customer who’s dispute was not found in their favor and they have new supporting documents.
Appeal
How many days does it take to process a refund check after the account is closed?
14 calendar days
The system used to activate Mobile Wallets.
VISA- TLCM
This includes a summary of the interaction and any important transaction/details discussed.
Account Notation
I’m so confused why I can’t get a Varo Advance just for having one missed late payment. I have well over $1,000 deposited each month and everything.
Tier 2
Should be done after filing an unauthorized dispute.
Replacing the Card
Customer calls in and can’t log into the app. They would like to update their phone number. What would be the appropriate SSO to ask before servicing?
Interactive Voice System (IVR)
What are the 3 types of mobile wallets Varo Supports.
Apple Pay, Google Pay, Samsung Pay
Name of CEO
Gavin Mitchell
I needed the money to pay my rent. I lost my dispute and now I can’t pay for it. I’m going to be homeless.
Tier 2
The customers dispute was not in their favor and they are requesting the documentation used for the resolution. How would we assist them?
Disputes Escalation/Airtable form
The customer calls in and reports possible ATO. What should we do before escalating to our Fraud Team?
Suspend the Account
What 2 pieces of info do we need to verify before activating the token?
The last ACH/DD and Last store/merchant in the last week.
We send this to the customer when we need additional documents etc.
Secure Document Upload
Your timeframe for mobile check deposit fund availability is longer than other banks I use.
No Complaint
Dispute Status in CST when the dispute has been finalized and the customer is responsible for the transactions.
Complete Held
What does it mean when an application status is reflecting as “follow-up”
The apps team has requested additional docs from the customer and are awaiting review.
Name of the one-way com we should be sending after activating the mobile wallet.
Mobile Wallet Confirmation
A coach can give this to the customer who has a closed account and needs these details to move their direct deposit.
Account and Routing Number
You didn’t give me my provisional credit. I have the right to receive one based on my claim. You are not taking care of this correctly.
Tier 1