Answer Chat
What must you include in your greeting?
Name
Apple Card Specialist from Goldman Sachs USA
Customer is calling in about an unrecognized transaction.
Disputes.
Cold or Warm?
How do you know there is a payment hold?
Available balance usually $0
Account details summary (bar)
Payment and interest center payment status: on hold
Customer's card is not working.
What do you tell them before investigating the issue?
"I understand how concerning this may be. Allow me a moment to review what the issue may be."
"I understand how inconvenient it may be to not have your Apple Card working to make your necessary purchases, let me review your account for what the issue may be."
What is interest?
The rate charged for the privilege of borrowing money.
When do you end a chat?
Do you ask, "what else can I assist you with?"
NO.
Natural close:
- Ok
-Thank you.
-When initial question/issue have been fully answered.
Customer is calling in about their declined transactions.
Fraud.
Cold or Warm?
Customer asks: "When will my payment be made available? Can you release it sooner?"
Review payment center status release date.
Release date shown will be day funds will be released, by the end of the day.
Customer states they have an unrecognized transaction.
What do you tell them?
"I understand how this can be concerning/frustrating. We are here to help you."
Customer asks: "Why was I charged interest?" (non-trailing)
You were charged interest because you paid less than the full statement balance by the due date.
What do you do if the account owner is not call/chatting in?
Ask if the account owner is in the room. If so, get their consent to speak to third party about the account.
If not, follow Power of Attorney.
Customer is calling in about their military benefits.
Tier 2
Level 2 Complaint? Warm or cold transfer?
Customer asks: "Why has my available credit not been released?"
Review RA hold reasons:
- First payment
-Returned/Cancelled Payment
-Larger/smaller amount
-Changed bank accounts
-Changed payment method: ACH > Check
Customer's credit limit increase request was denied.
What do you tell the besides the script?
After review it was determined you are ineligible for a credit line increase at this time. The exact reasons for declining your credit limit increase request can be found in the decision email that was sent to you.
AND:
I understand this is not the outcome you were hoping for today, CUSTOMER NAME.
I understand how important it is to have the enough available credit to make any necessary purchases, CUSTOMER NAME.
When is interest charged?
Full monthly balance not paid by due date
Ex: January purchases due by 02/28 in full. If not paid by this day, interest charged for the month.
What do you tell the customer if they are not authenticated on chat?
Inform customer that it appears they are not logged into their Apple Account and to please type 'exit' to close the existing chat, then restart the chat, or suggest they call us at 877-255-5923.
Your customer is upset with the release date and reason for payment hold. What do you tell them?
*Provide empathy*
For future reference, payments made with Apple Cash are usually made available immediately.
Customer tells you: "I just lost my job. I can't make my payment this month."
What do you tell them?
"I understand this can be a difficult and uncertain time. Rest assured we are here to help you through this hard time."
Customer asks: "Since I made my payment in full, can you remove the interest?"
Courtesy $25 waiver. Available once every 365 days.
What do you if your message fails to send on chat and what do you respond to the customer?
Wait 5 minutes for system to respond.
"It's possible you're unable to see my messages to you. Please call us for immediate assistance at 1-877-255-5923, or you can message back later."
Time out chats
Customer is calling in about a payment program.
Check account statuses!!!
Charged off?
Delinquent or overdue?
Warm or cold?
Customer states: "I really need the funds today, if not me and my family will not have any groceries to eat. Please help me!"
What do you do?
*Provide empathy*
Attempt to cancel payment.
-If cannot, bank can possibly manage/cancel payment.
Still offer Apple Cash payment
Offer Level 1 Complaint
Customer tells you: "Why was my credit line DECREASED. I did not ask for this. I am an excellent customer I just paid off my balance. Where is my money?"
What do you tell them?
"I understand how important it is to have the enough available credit to make necessary purchases."
"It can be difficult/frustrating when this happens."
Review email sent to them.
Tool: advise to contact credit bureaus for credit reporting.
Customer asks you: "Why was I charged interest after paying off my full balance?"
RA: At the time you make a payment, we only take out the interest we have billed on your statement. However, interest accrues every day, including days between your last statement and the day you made your payment. Until you receive a bill for that interest, you will not see the interest on your balance. Your next statement will show you the interest that accrued from the last statement until the day you made your payment.
30-day grace period. Anything not paid within this is charged interest daily, at the end of the month, even after paying in full.