SR??
Why is my debit card not working??
Clues:
No error code
Partner Bank has change
Fraud: How to add/remove a fraud tag
Agent said they will issue the refund but they didn't.
AA
ask for payslip/routing number
PII that has no alternative
Date of Birth / DOB
Customer has a balance on their Instant after claiming that they have paid it already.
You checked their account and noticed that the repayment was completed on 02/14 but Failed/Canceled on 02/16
instant_explain_chargeback
After investigating the account, you have noticed the the error 'Institution no longer supported'. What Notion to check?
Account Linking: Connection errors
Wil is following the format of providing explanation first then the resolution of the customer's concern
DAQ
What are the 4 things we check on their paystub?
- Account Number
- Their paydate
- Amount
- Name
Jake has 3 duplicate accounts. Reaching out for verification.
Account A - reaching out from, Failed KYC due to account B, no money movement, account was created on 2026
Account B - Failed KYC, has a Genius charge on 03/2023, has a withdrawal last 02/2023, account was created on 2022
Account C - KYC Incomplete, previously has an active plan, no charged/money movement, account was created on 2024
How to help Jake?
Customer want to transfer funds to their Albert Cash. Also, It keeps saying I have to have $50 after the transaction and will be it's still now allowing it.
cash_minimum_balance_transfer
Customer reach out about the account of her husband who recently passed away. What Notion to reference?
App General: Deceased/Inaccessible Customers
Customer is frustrated about the charges on their bank account for Genius fee. Joey logged complaints on the account where the customer was reaching out. After verifying the customer's identity, he advised to reach out using the email or phone number linked to their primary account. Also, his note on the duplicate account was "reaching out from PK 987". Will he get marked down?
Yes
AA for not taking ownership/customer experience
Complaint should be tagged on the account where the charge is
TH, both accounts should have detailed notes
where to find the routing number
Banking: Direct deposit — Missing direct deposit Notion page under step 6
Account A: Failed KYC, no money movement, created on 2026, failed due to account B
Account B: Failed KYC, DNCS, no money movement, failed due to account C, created on 2025
Account C: Passed KYC, no active plan, no money movement, account was created on 2025, account linked to Albert are mothballed
Suggest total closure
Customer is reaching out on why they are not able to use Instant. Their due date is today and the repayment was successful today. What SR to use?
instant_preparing_next_advance
How to check the submitted BOPS Request?
BOPS Request Board
Customer is reaching out about the Instant. The message of the customer was "Instant"
After responding to 'rhi', the customer replied with 'repeat_question'
Markdown or Not? if yes, what kind of markdown?
DAQ
Customer is reaching out about their DD. They were alarmed since they will not get their deposit since there was a change on their Albert account number. How are we going to assist the customer?
explain the Stride migration / use of stride_migration_follow_up
Customer's primary account was on Fraud. The notes says that the account doesn't fit our guidelines. How are we going to assist the customer?
address the fraud on their primary account
explained that they are rejected for KYC and offer account closure
Customer is reaching out about not being eligible for Instant. When Budget tab is checked, there was no income showing. However, there was transactions for 'payroll' but tagged as 'Payment'. What SR do we use to explain that their DD was miscategorize?
missing_income_transaction
What Notion page will I check to see the "taboo" or words that we should avoid using on our responses?
Common Grammar and Tone Errors
Customer is reaching out about the charge on their bank account account. Phone number is linked to an unregistered phone number. Ruby uses the SR ''
Customer sent the information and screenshot showing the recent charge on the account. It shows that the Genius plan was charge on their debit card ending in 1234.
The charge was located on the customer's duplicate account. Ruby considered it verified and explained the charge. Later on the customer asked for refund. Ruby failed to log the complaint after issuing the refund. Ruby moves the ticket to Awaiting Customer.
Will Ruby get any markdown/s? Why and what kind of markdown/s?
Yes, Ruby will get marked down for not tagging the complaint and for moving the ticket to AC,
Customer reached out today asking about their DD. The paystub shows that they should receive the DD yesterday. What are the best course of action on this concern?
Transfer to Disputes team
Reaching out about verification of their account.
Account A: Has an active Genius Plan, was recently charged for Genius fee, Failed KYC due to account C, reaching out from this account, has 2 duplicate by phone Account D and Account E
Account B: Has an active plan, have funds on the Savings, Failed KYC, bank connected to Savings is no longer active
Account C: Passed KYC, no recent log in attempts, the charge on the plan was failed on 2023, has balances on their Savings, Investing and Cash, Bank accounts linked in Accounts Tab are already mothballed
Account D: different name, DNCS, no money movement
Account E: gibberish name, has a fraud tagging
Give us the step on how to resolve this concern.
- quick close account D, remove the phone number from account E
- verify PII
- issue a Savings Check for the funds on account B
- offer closure of the account A
- Profile Change