Where to find?
Apple Card Servicing Number
Frequently Asked Questions
Rocky wants to update his address to 123 Sesame Street, which RA should we use?
UD Fraud | Update customer information
Can we just close out of LivePerson when we're done with our shift?
No, we have to select 'Log Out' from the profile icon in the top right.
If we can't hear a customer, or it seems like they can't hear us what should we do?
Say our greeting at least twice
"Hello, I am X an Apple Card Specialist with Goldman Sachs Bank USA"
If they still can't hear you, advise them
"I cannot hear you/it appears you cannot hear me, please call us back at 1-877-255-5923 if you need further assistance with this, thank you."
Which RA would you use if a customer wants a higher credit limit, and want you to request it on their behalf.
UD | Process credit limit requests
Where can we find both active and older cases that may be on a customers account?
Appian
Customer states they've lost their Physical Card and there are no unauthorized transactions, which RA would we use to assist them?
UD Fraud | Replace / Cancel card
A customer chats in wanting to make a payment, what do we advise them.
If a customer requests assistance in Spanish, or another foreign language what do we tell them?
Which RA would you use if a customer states they made a Payment, but it is missing on the account/you don't see it on your end.
UD Servicing | Create payment error case
Past and active Apple Card Promotions
The 'Bonus' section of the RA home screen
If a customer has a declined unauthorized transaction, which RA would we use to assist them in securing their account?
UD Fraud Inbound | Receive a transaction fraud case
If a customer says 'Thank you, that's all I needed' we can immediately close the chat?
False, we still have to send a closing statement
If a third party, such as a spouse or lawyer calls the line what must we do?
Inform them they are on a recorded and monitored line and ask for customers permission to speak with them regarding their Apple Card
Which RA tells you how long an Apple Device can be on Apple Card Monthly Installments
WALKTHROUGH | Apple Card Monthly Installments
Where can we find what we tell a customer with a Fraud Investigations case?
Fraud Inbound | Process an account with first party fraud concerns
Which RA tells you what the Audio Risk Factors are, and what steps we can take if there are?
UD Fraud Inbound | Review Audio Risk Factors
How long do we have to respond to a customers message?
Two Minutes
When providing contact details for a department, what must we also provide?
Hours of Operations
A customer wants to know how long a Level 2 complaint will take, what do you tell them and where can you find this?
10 Business Days
UD JOB AID | Common SLAs
Self-Service Steps to replace Physical Apple Card
UD | Replace or cancel card,
support.apple.com
A customer states they don't remember opening an Apple Card account.
UD Fraud Inbound | Process identity theft claim
5 Minutes
If a customer is being abusive, which RA can you use to assist you?
UD | Handle threatening individuals
The customer has a negative balance on their account, what does this mean and what RA would you use
A negative balance is a credit balance, meaning we owe them money, and we would use UD | Receive request for credit balance refund