Articles
Where do you find your full greeting?
Inbound Call Handling
Where do you clock in while in training?
Superpunch
Customer called w/ restricted account. Cure None- User has too many Personalized Surfs. What is the first advise statement you would provide to the customer?
"your account has been restricted due to having multiple Apple Cash accounts open under the same social security number"
What phone number should you call if you will be late or absent?
BAT Phone
Name 3 Trainers
Kurtis
Carter
Widline
Alazyia
EP (Training Lead)
What is the one thing you should do after locating a customer's account?
Authenticate customer
Where do you view your pay stub
Dayforce
What is the SLA for a BAR Case?
48 hrs or less
If you fail to fully verify an account what would your QA score be?
0%
Name 2 Ops
Tim
Achic
Laura (Director)
What site can we also use a resource other than our KMS Articles?
support.apple
What system is used to pull up and view accounts?
Salesforce (in remote)
Customer was transferred from support but you have not gained response after 30 seconds. What script is used?
Ghost call script
What is always required when a customer disconnects before resolution?
Send early customer disconnect email and finish actions you can that you informed the customer would be taken
Name 2 QAS
Carl
Nick
Jessica
Caleb
Achic
Name all 4 ways to verify
1) First and last name as it appears on the account, DOB, Email
2)First and last name as it appears on the account, Last 4 of Acct #, Email
3)First and last name as it appears on the account, Last 4 of SSN, Email
4) First and last name as it appears on the account and Full 9 digit SSn
How and where do you submit corrections to your time punches?
in Superpunch you make exceptions to fix your time
What is the timeframe/script given to the customer for the return of funds for a cancelled P2P Express?
Contact external bank for the timeframe of refund
Customer called in with a restricted account. BSA Account Closure- Cure None. How would you document that account?
Caller: cci
Issue: Restricted BSA Closure
Advise/Actions: adv perm restricted// adv no send or receive// adv apple pay available
Resolution: perm restriction
Transactions/dates: N/A
Name as many TLs as you can
1 TL= x1 multiplier, 2=x2 Multiplier, 3+x3 multiplier etc.
Eric, Shine, Jasmine, Ash, Jared, Maya, Josh, Jocelyn, Octavio, Jacoby, Sherae, Carlos, Shondea, Angela, Jamie, Desiree, Eddie, Dart, Kendrick
State your full greeting
Brand, Quality Assurance, Name, and survey
Where do you go to view announcements and communicate with your team once you're on production?
Superpunch Chat
State you full closing
Are there any other questions or concerns I may assist with today?... Great, I hope you have a wonderful rest of your day. Thank you for calling Apple Cash Support!
What is wrong with the following statement:
You are required to document the internal account number if it is discussed
You are allowed to document the account number but you are not required unless the article advises
How would you document an account with the below scenario?
CCI w/ restricted acct
Account is restricted> personalized> User has too many personalized surfs> Cure None
Name on OG account is Matt Smith but alternate account says Matthew Damon
Caller/auth Speaker: CCI
Issue: account restricted multi surf
Actions taken/adv: adv more than 1 acct open per ssn// adv case created// adv 48 hr SLA or less and monitor device//
Resolution: case created//
Transactions/Dates: N/A