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In IBoss, what is the difference between case view and account view?
account view give you account level details. Case view/level may have all the same tabs as the account level view but will have a few additional menu items.
What are the 4 possible options of the status that will show in the correspondence area?
In progress, In review, expired and completed
In the transactions search tab, can you search for bill pay transactions?
Yes
What workgroup will you reach out to in SF for T2 assistance?
CNX T2 D2 Payments
agents should NEVER reach out to a Payments Risk Analyst directly. Instead, you'll use the Salesforce case escalation process. This is your only way to notify Risk teams of an issue the merchant may have with their case.
What areas of iBoss will you use most often?
Monetary balance, correspondence, statements, transaction search, activity feed, account change history and related cases.
Where are statements found in iBoss?
Statements are found on the Merchant Dashboard tab of the Sales Summary Menu at the bottom of the page.
What can you see on the activity feed?
The Activity Feed menu will be helpful to see any notes or actions a Risk Analyst may have taken on the account. Notes specific for Payments Support will have the word "Care," followed by information from the Risk Analyst.
How do you enter PII in a T2 chat?
To enter PII data in the chat select the blue 'Lock' Icon next to your text window in the chat. This will launch the options to select the type of PII data you want to enter.
Once you've selected the appropriate type of PII data, you'll be able to securely enter the required information and send it to Next Level Help.
What do customers have to do before they can leverage all the features of QB Payments, including receiving deposits?
they must apply and receive approval for a Merchant Service Account.
How should you change the name of a customers business if it is wrong in iBoss?
through Salesforce where Experts can escalate the request to a back office team to be updated.
How can you tell if a statement is available for a certain month?
If there's a statement available, there will be an “Open” link in the Statement column. Otherwise, a blank in that field means the merchant account had no activity that month for which to create a statement
What can you see under account change history?
The Account Change History tab logs anytime something is changed at the account level. Examples of items that would be on this log include, but are not limited to: changing business information, moving realms, and updating instant funding.
What are some things ASM handles?
The ASM team handles security and compliance issues related to updating the phone number on file used for multi-factor authentication (MFA), bank account (in certain cases), rates, and refunds on an account. The team is not trained in how Payments accounts function or work in a product.
How long does the approval process take?
The approval usually takes 15 minutes, but in some cases can take up to 1-2 business days.
What can you find in the Monetary Balance tab?
It is a good place to find risk information. You can see any active Settlement, Ban Control, or NACHA holds.
You can see if there are funds on hold or any funds owed.
You can see any collections activity, such as fees and debts that Intuit may have written off or sent to collections.
you can see any cases that have been created by a Risk team and their status. This will be helpful to find cases that may have money movement issues.
Are agents allowed to download customer statements?
No, per security. You can open it in a new tab or window and view it.
What can you see under related cases?
Related Cases includes cases that are closed or actively being worked by specific Risk departments. Selecting a case will take you to the Case Summary. You can also get to the Case Details to learn more.
What slack channel can you reach out in for requests that need handled in real time?
#pcs-am-care
What assistance can agents provide during the application process?
-provide general application flow guidance.
-point customers to what they need to select to start their application
-identify sections in which customers need to enter information
-troubleshoot general error messages
-validate the application was submitted once they received the confirmation email.
What can you find in the correspondence area?
is an area where you can help a merchant determine whether Risk and the merchant need to pass documentation.
Status will tell you what status the correspondence is in, which will let you know if the merchant is able to access the correspondence.
Where can you get trace numbers for an ACH Transaction?
iBoss ACH tab will show trace numbers
What is ASM?
Account set up and maintenance team that handles account specific updates and processes.
Why is it important to document your payments calls and interaction with ASM?
Audits for security and compliance require specific information to be documented because of the nature of the work of this team.
Important: While a policy may be confusing, this team is strictly bound to what the help article states. They will not have additional information if there are questions or issues beyond the scope of the articles.
What assistance can an agent NOT provide during the application process?
-Enter any of the required information into the application on the customer’s behalf.
-Give customers suggestions on what should be entered in the application.
NOTE: Failure to comply with these requirements could result in discipline up to and including termination.