General
Work a Complaint
100
While working a complaint, you discover an agent filed a dispute for the incorrect amount. When submitting your archer, who would be the Error Owner?
Tiffany Smolka
100
If you need an action done for a customer on a dispute and it's approaching SLA you can transfer/call the disputes team. What Amazon Connect drop down would you use?
T2 Escalations Fraud
200
The customer called on October 7th and was advised she was enrolled in CAP. It is now 11/3 and she see's that she was charged interest iao $89.20, and is showing past due. After validating the error what would you do?
File an Archer
Create a reimbursement case to reimburse the interest
Ask customer to make the min due and offer to enroll in CAP.
200
What is the difference between Duplicate of & Repeat of, when linking cases in UD?
Where can you find this information?
Duplicate of is a complaint for the same issue that has an active complaint that was created earlier than current complaint.
Repeat of is a complaint for the same issue as a completed complaint (within 60 days)
300
Narrative: The customer's account was closed for Issuer Abuse - there is a first party fraud flag and they'd like to speak to a manager.
How would you handle this complaint?
You would call the customer. Smile and dial!
300
Narrative: Customer is upset because he was charged interest on his Apple Purchase. iPhone should have been on ACMI.
After converting this installment, what would be the resolution drop downs?
Closed with Monetary Relief
ACMI Conversion with Interest Credit
400
Narrative:
Customer called in, wanting to know why her account was restricted, reviewed the account and followed RA for flags listed on the account, Confirmed ATO.
How do you handle this complaint?
Create a Fraud Operations – Fraud Escalations case and close the complaint.
This L2 was created instead of the correct action. If this complaint mentioned wanting a supervisor to call, we would need to leave it open and rout the L2 to COO Complaint Fraud and call once restriction is lifted.
You cannot call this customer without knowing it's the TNP. This is not an ATO remediation for our team.
400
What does this mean to you?
CAUTION: If customer has previously contacted about the same transaction dispute or error, do not close the Level 2 complaint until resolution is communicated to the customer.
Resolution meaning we have next steps; dispute has been withdrawn, reasserted, etc.. This does not mean we need to leave it open for a dispute resolution. If reasserted multiple times we definitely need to make sure we do our research and speak up if something isn't right.
500
Narrative: CX is needing more information about their account closure. The closure reason shows Closed by Issuer - Other. You do not see any notes showing the account was closed for Regulatory reasons.
What would you do in this situation?
Verify the co-owner did not enroll for an individual account. If they did, Send the CX the “Account Closure Adverse Action letter FCC 12.27” template in SharePoint, via mail.
If they did not, escalate to the manager distro for review.
500
We receive a complaint regarding misinformation provided to a customer on the Daily Cash Unlock Offer. Where would you to see if they're eligible and their progress?
Status Center will reflect eligible flag
Rewards & Offers > Merchant Benefits & Offers
Make sure to click on Short Term for details