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Name the tools you will use for payments
Salesforce, ccp, help panel, payment csr, OII & Iboss
How many items do you need to verify for a payments call?
2 if speaking with the Primary Principal or 3 if speaking to the beneficial owner or a verified contact.
What can you see under the batch tab?
This shows what payments were grouped together in preparation for deposit. This includes any refunds.
What does a connected Merchant Account look like?
A connected Merchant Account is easy to identify. If there’s a Realm ID, then the Merchant Account is connected. If the realm id is blank, then the merchant account is not connected.
What can you find in OII?
user name, email address, realm ID's, users of realms, audit logs, manage grants
What view should you use in salesforce?
ICS (Intelligent Contact Solution)
What items can you use to verify the caller?
-Principal’s full date of birth (DOB)
-Last 4 digits of Employer Identification Numbers (EIN)
-Last 4 of the bank account number associated with the Merchant Services account (DDA)
-Principal's last 4 of Social Security number (SSN)
-Phone number OR Email address (if not verified for Level 1)
What is PII?
PII is any information that can be used to specifically identify a person or their account.
What are the 3 sections of Payments CSR?
Account Services, Account Attributes, and Raw Data.
What does the grants page show?
The Grants page shows all grants that are tied to the Realm. Grants are the services that the customer has, such as QuickBooks Online, Online Payroll, or QuickBooks Payments. Only view this information. Do not modify, create, or delete Grants.
What section do you use in salesforce to verify the customer?
verify merchant card section
In What can you find under the transactions tab?
This is where you will find any payments that were approved to process on the account. You may also see any payments that were later rejected.
What is an example of PII?
-Last names or full business names
-Date of birth
-Home address
-SSN
-Bank account, credit card or other account number(s)
-Email addresses
What can you find under Account Services?
The Account Services section is located at the top and provides information on the main services connected to the Payments account. In addition, action buttons can be used for connecting and updating the connected services. You can see the realm status, wallet cash status, activation email button & audit trail
iBoss was originally created for what team?
Risk
What can you see under the payment asset in Salesforce?
Sales Summary, Fees, Transaction Summary, Product name, 3 month average, sign up date, business address
What can you find under the QB Cash tab?
Shows any Green Dot approved account and all incoming and outgoing transactions.
What is the Payments CSR Tool used for?
The Payments CSR tool allows you check if a Merchant Account is connected to a realm and to which realm it's connected. It's the only tool that can completely validate this data.
What can you find under account attributes?
The Account Attributes section, located in the middle, shows all the active attributes the merchant account has available and their statuses. The sections are: account information, credit card, check, payroll & lending
How should you open iBoss?
Iboss is very particular about cookies and cache.
We recommend you ALWAYS use Google Chrome incognito mode to open the IBOSS URL. This ensures the best success.
You may also need to clear the iBoss cache and cookies if it hasn’t been used for some time.
What can you see under Case/ICS View?
Primary Principal Info, Recent batches, help panel, dda number, documents tab
What can you see under the ACH Transactions tab?
This is the deposit tab and will show pending and completed deposits and fees.
How do you access the Payment CSR Tool?
Salesforce>Agent tools>Core Tools>Payment CSR
Then enter the merchant account number and select find service accounts
What can you find under raw data?
The Raw Data section has a wealth of information, though it can be hard to read at first glance. This section may include information such as:
-Whether there is a hold on the account.
-Whether the account had a Paycheck Protection Program (PPP) loan.
-Funding time information.
-When the application was submitted and what channel was used.
What should you use to search iBoss for an account?
Always search iboss using the merchant’s MID (merchant account identification number). This helps you make sure that you’re looking at the correct account.