Initiate Transfer
CX states "I want to dispute one of my transactions from January"
Cold or Warm transfer?
What department would you transfer to?
Cold/Disputes
How many one-time payments can be scheduled within the same say?
You may schedule up to 5 one-time ACH payments on the same day.
What are we legally required to say?
We are on a monitored and recorded line.
Example of introduction:
Hi, thank you for calling! My name is (name), your Apple Card Specialist at Goldman Sachs Bank USA on a monitored and recorded line. I understand you're calling about a pending transaction. How may I help you with that?
CX states "I missed a payment. I'm currently experiencing a financial hardship"
Account status "OVERDUE"
Warm or Cold transfer?
What department would you transfer to?
Cold/Collections
Can a participant schedule a payment towards the account?
No, a participant would not be able to schedule a payment towards the account.
Participants are not responsible for payments.
How long should you put the customer on hold for?
2 Minutes.
If you need more than 2 minutes, check in with customer and let them know you need more time and ask to be placed back on hold.
CX states "I am having trouble seeing my transactions on my Wallet App since December"
Warm or Cold Transfer?
What department would you transfer to?
(Refer to Apple Transfer Menu)
Warm
Apple Card and Savings Technical Support
CX has a balance of $50.00 and wants to schedule a payment of $50.50
Will they be able to schedule the payment?
No, they will only be able to schedule a payment for whatever is owed.
TIP: Payments must be greater than $0.
CX needs assistance verifying their email address and wants us to provide them with that info.
Can we?
NO! We can only confirm the information.
Do not share PII on a call—including SSN, address, email, phone number, date of birth, driver's license number, etc.
CX states "I want to know about the specs on the new iPhone 17, compared to the iPhone 15 I have."
Warm or Cold transfer?
What department would you transfer to, and why?
Warm/Apple Retail Support
When does the scheduled payment take effect?
The scheduled payment will take effect by the end of the day when it was scheduled.
TIP: Customer will receive a confirmation email.
TIP: Payments made before 11:59pm Eastern will be applied same day (payments are due at 11:59 pm on the last day of the month).
CX wants to know your location. What are you allowed to tell Mr. Customer?
Goldman Sachs Bank USA is a US based company, with locations around the globe. I’m located in (state name of country you are located in).
CX states "My Daily Cash isn't going to my Apple Cash Card anymore, I believe it's due to a restriction. Can you help me out?"
Warm or Cold transfer?
What department would you transfer to?
Cold/Apple Cash Support
Can you schedule payments be completed through chats?
One-time payment requests cannot be completed via chat in Agent UI; customers must call in to complete this request.
CX says they do not feel comfortable speaking on a monitored and recorded line.
What should you do?