Trivia

Complaints

100

If you're working an L2 for a Tech Issue, it has not been added to a tech ticket, what do you do? 

Do your research - Update the root cause, email tech and add 2 day timer.

200

You're working a tech ticket, you got an email back from tech with the JIRA ticket number. What should you do? 

Confirm issue still exists, add the reference # in format of CIM-XXXX, add 30 day timer. 

General

100

You receive CSAT complaint that says:

I have a Debit Card. I want to make my payments with it but the last agent told me I need a routing and account number. This debit card is a MasterCard, why can't I just pay with it?! This is 2021!!! 

1.) See if customer has called back and someone else has addressed his concern.

2.)If not, make OB call and advise customer - You maybe able to set up you Debit Card through your Apple Cash Card account. Transfer funds monthly and use the Apple Cash to pay your Apple Card. Let me walk you through it...

200

What is Cuban citizen attestation?

Please read from RA

If an applicant submits their citizenship as Cuba, logic in Provenir will update  the application state to ‘Pending’ and an Appian case will be triggered for Cuba attestation. A specialist will perform an outbound call to the applicant to obtain verbal attestation from the applicant that the applicant is either a US citizen or plans to legally remain in the US, and  record the result of the case.

300

If you get an escalated call from T2, customer asked for a manager because their application is pending and we cannot give them any answers. 

T2 tells you it's under Fraud review so we told the customer "Your application is currently under review, and we will send you an email once it's complete."

What do you tell the T2 agent? Where do you find this? 

RA - JOB AID | Application status

CAUTION: Do not inform applicant that their application is undergoing a Fraud review.

“Let me transfer you to another specialist who can better assist you today."

Initiate warm transfer to Fraud

CAP

100

Escalation Call/Chat - Customer has paid all his payments in full, up to the month of March. He was recently stuck out of the country and has used his card a lot more, he can not afford the minimum due or the interest charged. He was not eligible for CAP last month, why is that? What could we offer him?

He is not eligible because he was not charged any interest until this month. 

We can offer to enroll him in CAP now that he was charged interest and explain features of CAP.

200

Today, 4/1 10:02 AM CST - customer is escalated because T2 cannot enroll the customer in CAP. It says he is not eligible but he has not used CAP at all. 

What do you say to T2?

Handling via Chat and Voice on April 1 from midnight ET until 12 pm ET.  Updates will be made real-time

During this time Customers will NOT have up to date Customer Assistance Program 2021 eligible flag on their accounts in AUI.

During this time – Specialists will NOT apply any enrollment flags in AUI

• If customer calls or requests the Customer Assistance Program via phone or servicing chat, SAY THIS: “Thanks. Goldman Sachs will review your request. If you are eligible, you will receive an enrollment confirmation e-mail within 5 days. If after 5 days, you do not receive an email confirming your enrollment and reduced minimum due, contact us back to review potential payment solutions to keep your account current help you pay at least your minimum due.”
• Document and end the interaction 
  • Use Type: Collections and Special Handling; Subtype: Public Health Emergency