MACROS

2 types of refund request

1. completed = 5business days if the refund still not posted call the merchant. settled transactions cannot be cancelled
2. expired authorization- 7business days it expired when the merchant doesn't complete the process. as a result the pending will be REVERTED

Taxonomy Test::Voice::Checking Account::Features::Debit Card::Transactions Issues::Refunds and Canceled Transactions::Settled Transaction::Request Chime Process Refund

macro for mm asking for status of the refund request see realtime auth events 5business days

Taxonomy Test::Voice::Checking Account::Features::Debit Card::Transactions Issues::Refunds and Canceled Transactions::Settled Transaction::Timeline Refund Visible in Realtime Auths

macro for not visible in real time auths

Taxonomy Test::Voice::Checking Account::Features::Debit Card::Transactions Issues::Refunds and Canceled Transactions::Settled Transaction::Timeline Not Visible in Realtime Auths

CANCELLED check real time auth and checking transactions Pending timeline to expiration 7 days

Taxonomy Test::Voice::Checking Account::Features::Debit Card::Transactions Issues::Refunds and Canceled Transactions::Canceled Transaction Pending::Timeline to Expiration

Merchant contact

Taxonomy Test::Voice::Checking Account::Features::Debit Card::Transactions Issues::Refunds and Canceled Transactions::Canceled Transaction Pending::Merchant Contact

transaction already expired

Taxonomy Test::Voice::Checking Account::Features::Debit Card::Transactions Issues::Refunds and Canceled Transactions::Canceled Transaction Pending::Transaction Already Expired

07/11/2022

updates- call listening Verification - full name DOB last ssn last tnx

07/12/2022

Enrollement Status ( Active - the mm is active 2 ways an enrollee gain this status Didn't not finish enrollment -- never finished the enrollment process "Needs enrollment" it can finish through our website or the Chime app

• advise the mm that they can re-enroll on their own.

Duplicate Account - same denial message as failed enrollees.
only one acct under SSN.

• help to regain access to their original acct
• if the mm believes an acct was fraudulently created using their personal info escalate as identity theft.

Failed status *18 years old *valid ssn *email and physical address

Acct status failed PRN field id blank for failed acct status look for details ID AUTHENTICATION (taking pic of their ID or selfie during enrollment

*does mention anything about id - checking acct > acct status >enrollment>failed > enrollment ? scan id *does not mention - checking acct > acct status >enrollment>failed > enrollment no remediation *Technical issue during Id authentication - checking acct > acct status >enrollment>scan id technical problems

Duplicate acct : 2 accts with active status

• enrolled and needs enrollement

KYC means Know Your Customer and sometimes Know Your Client. KYC or KYC check is the mandatory process of identifying and verifying the client's identity when opening an account and periodically over time. In other words, banks must make sure that their clients are genuinely who they claim to be. background of the mm

Scan ID helps verify the authenticity of a mm ( more on documents )

07/13/2022

https://chimems.okta.com/app/

MAcros about referral Taxonomy Test::Voice::Checking Account::Features::Referral Incentive::Feature Overview Taxonomy Test::Voice::Checking Account::Features::Referral Incentive::Functionality::Referral Link Not Used::More Information Needed

cash reward REferral cash SPOTME REFERRAL ----

Spending Account::Features::SpotMe::Functionality::Bonus::10 Referral Bonus not applied.

Cowerker REferral Incentive---

PAY ANYONE

Taxonomy Test::Voice::Checking Account::Features::Referral Incentive::Feature Overview

did not receive the bonus= check if eligible and if they used the link macro for it Taxonomy Test::Voice::Checking Account::Features::Referral Incentive::Functionality::Referral Link Not Used::More Information Needed

From which admin link can we check or verify if there’s a bonus posted or not transaction profile admin

check if the mm is within 1st 45 days and if they received qualifying direct deposit of $200

it will show as Cash Reward Tier 2 = Sup Call

referee will received $15 along with $100

Standard Ref. Evergreen Campaign

• your friend name and email add OR your referring friends name and email address -check if the direct deposit was made
• escalate to a sup if this was made successfully

Spot Me Boost increase on a members limits on Spot Me $10 for 6 months along with $100 (monthly)

-qualifying direct deposit of $200 e.g. payroll, gig economy, gov't benefits, original credit transaction etc. -activate your Chime Visa Card

Spending Account::Features::SpotMe::Functionality::Bonus::10 Referral Bonus not applied.

Coworker Referral Incentives -same payroll provider

What if mm provided right referee’s name and email. And upon investigation, referee’s is over the qualifying time frame and hasn’t done the $200 DD? Shall we pull up another macro to explain the cause and effect?

macro applied Taxonomy Test::Voice::Checking Account::Features::Referral Incentive::Functionality::Bonus Not Applied::Not Qualified::Referrer Contacting::Qualifying Deposit Not Received in Timeframe

Taxonomy Test::Voice::Checking Account::Interoperability::P2P App::Linking::How to Link

Taxonomy Test::Voice::Checking Account::Interoperability::P2P App::Transfer Functionality::Transfer Timing

Taxonomy Test::Voice::Checking Account::Interoperability::P2P App::Transfer Functionality::Transfer Limits

Taxonomy Test::Voice::Checking Account::Interoperability::P2P App::Transfer Functionality::Unable to Transfer

verification no procedure no professial no

Taxonomy Test::Voice::Checking Account::Direct Deposit::Reoccurring Direct Deposit::Where is my Reoccurring Direct Deposit::Payroll::It is not posted::New Reoccurring Direct Deposit::Late

https://docs.google.com/forms/d/e/1FAIpQLSdrxpC8zS8Lm0xbSWS6zBOWnITXFUcjoWr4o7N3NKMHLEx0PQ/formResponse

-How many ATMs fee free we offer? You can get cash at more than 60,000+ fee-free ATMs – more than the top 3 national banks combined! Including ATMs at popular retail stores like Walgreens®, CVS®, 7-Eleven®, and Target®.

-Which merchants/retailers are the most common ones to get cash?
CVS, 7-Eleven, Walgreens and Walmart.

-Can we use spotme to withdrawal? No / With SpotMe, you can overdraw your account up to your specified limit for the following transactions:

Debit card purchases ATM withdrawals Cash-back transactions Over-the-counter (OTC) withdrawals

*Yes, SpotMe Chime's fee free overdraft feature that lets you overdraft up to $200 with your debit catd Eligibility requirements and limits apply.

-Is the Credit Builder eligible to get cash withdrawals? Yes. You can move money from your Chime Credit Builder secured account back into your Chime Spending Account. You can also use your Chime Credit Builder Visa® Credit Card at ATMs to withdraw cash.

my weekends is kind a fun last sunday is my sister in law bday so thats why we just have a simple gathering with relatives and friends :)

credit score - a number based on theinfo in your credit reports Mortage-auto loan

Taxonomy Test::Voice::Credit Builder::Account Overview - about credit builder Taxonomy Test::Voice::Credit Builder::Secured Card Overview - about card

Taxonomy Test::Voice::Credit Builder::Features::Credit Builder Card::Features::Metal Card::How to Get a Metal Card -- - about metal card

Taxonomy Test::Voice::Credit Builder::Credit Builder Impact Debit Card --debit card

Taxonomy Test::Voice::Credit Builder::Features::Credit Builder Card::Features::Metal Card::Status of Metal Card Progress - -

Taxonomy Test::Voice::Credit Builder::Features::Credit Builder Card::Features::Metal Card::Did Not Qualify - -- did not qualify Taxonomy Test::Voice::Credit Builder::Limits - -- limits

Taxonomy Test::Voice::Credit Builder::Account Status::Credit Builder Enrollment::Cannot Enroll::Cannot Verify Identity

Credit Score

What is Credit Score: Good Credit Score faster loan approvals -lower interest rates -competitive terms

Poor Credit Score: -possibility of loan applications getting declined -higher interest rate

Chime Reports Directly to; 1.Experian 2.Transunion 3.Equifax

Chime Reports on: -Outstanding balance owed (the balance not paid off from the prior month) -Payment Status (Your payment status is a reflection of whether or not you paid last month's statement. |-Current Balance (the amount you have spent since the last statement plus any outstanding balance owed, if you owed something.)

Chime Does not Report on: -Credit limit -Card utilization

Credit Builder Works

1. Move Money
2. Spend Money 3.Pay Balance 4.Build Credit

*mm need to direct deposit of $200 for 365 days Taxonomy Test::Voice::Credit Builder::Account Overview

Taxonomy Test::Voice::Credit Builder::Secured Card Overview

Taxonomy Test::Voice::Credit Builder::Credit Builder Impact Debit Card

Taxonomy Test::Voice::Credit Builder::Features::Credit Builder Card::Features::Metal Card::How to Get a Metal Card

Taxonomy Test::Voice::Credit Builder::Features::Credit Builder Card::Features::Metal Card::Status of Metal Card Progress

Taxonomy Test::Voice::Credit Builder::Features::Credit Builder Card::Features::Metal Card::Did Not Qualify

Taxonomy Test::Voice::Credit Builder::Limits

Taxonomy Test::Voice::Credit Builder::Account Status::Credit Builder Enrollment::Cannot Enroll::Cannot Verify Identity

MS::Assign::Send to MS Written Escalations (Private Message)

Taxonomy Test::Voice::Credit Builder::Account Status::Close Credit Builder::Request to Close Credit Builder::Confirmation Required

Taxonomy Test::Voice::Credit Builder::Account Status::Close Credit Builder::Request to Close Credit Builder::Confirm Closure

Taxonomy Test::Voice::Credit Builder::Account Status::Close Credit Builder::Re-open Request Pushback

Taxonomy Test::Voice::Credit Builder::Account Status::Close Credit Builder::Closure Reason::Closed Delinquent Account

4746425

Authorization Holds or pending charge- 3 - 4 days GAS STATION 4 DAYS ( NO MACRO but KC HAVE ) HOTEL HOLDS- 7 DAYS RENTAL CAR/TRUCK - 30 DAYS

GAST STATION : We do not recommend to our members that they load at the pump.

Gas stations can hold up to $125.00 when you swipe your card because they do not know the final amount of the sale (that is, the amount of gas that you actually pump). Usually they release the hold within two (2) hours, but at most, it's up to 4 days. You can avoid this situation in the future by paying for your gas inside at the register. 0

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Authorization hold escalation only hotel and car to tier 2 pending charge

NAME : THE MM SWIPE HIS DEBIT CARD TO A GAS STATION AND

DARNA 🦸

Referral Incentive -- qualifying DD $200 Coworker R.I

• MM MUST BE WITHIN 10 DAYS OF A $200+ QUALIFYING PAYROLL DD FOR THE INCENTIVE -AFTER THE REF, COWERKER THE MM WILL BE CREDIT $25 AND 501 BONUS WITHIN 7 DAYS -50 INCENTIVE BY REFERING 2 OR MIRE NEW COWERKERS 25 INCENTIVE
• 2 BUSINESS DAYS Restriction
• the 25 and 50 will only apply to the mm who is the referrer
• the max co werker referral incentive is 50 for the 3 cowerker variant and 25 for the 1 coworker 1 variant -the dd can't be a transfer such as avisa money transfer, peer to peer trans or bank ACH tranfer -the dd must be made by an employer or gig economy payer and come from the same payroll provider. 3rd parties

name: AMY LEACH dob: SSN LAST SETTLED TRANSACT:

07-21-2022

ATO ( ACCOUNT TAKE OVER ) THE UNAUTHORIZED PARTRY CAN A CCESS THE MM ACCTS AND MAKE CHANGES JUST AS IF THEY WERE...

HOW DOES ATO HAPPEN DATABASE>PURCHASING STOLEN >ACCESSING THE CCT>PHYSICALLY STEALING THE MM PERSONAL INFORMATION

MS::Assign::Voice::ATO::Suspended Members

Log in other Device MS::Voice::New Login Account Access::Authorized

Unathorized pay anyone MS::Voice::Assign::FraudOps::Urgent ATO Block::Unauthorized Pay Anyone Transfer

Account Take Over -the unauthorized party can access the mm's account and make the changes just as if they are the mm.

• it is an upsetting experience for the victim mm (Vishing refers to phishing attacks that involve the use of voice calls, using either conventional phone systems or Voice over Internet Procotol (VoIP) systems.)

HOW DOES ATO HAPPEN? -Database or device hacking -Purchasing stolen/leaked log in info on the dark web or 3rd party -Accessing the account from the mm stolen device -Physically stealing the mm's personal info

-MS::Voice::New Login Account Access::Authorized

NEW LOG IN -MS::Assign::Voice::ATO::Suspended Members -MS::Voice::New Login Account Access::Authorized

PAY ANYONE -MS::Voice::Assign::FraudOps::Urgent ATO Block::Unauthorized Pay Anyone Transfer

EMAIL -MS::Fraud and Risk::Email Impersonator to Member

(WHAT TO ASK TO THE MEMBER OR WHAT TO DO IF IT IS AN ATO CALL) -When was the last email update?
-When was the last phone number update? -When was the last time member call chime? -Review the admin comments page to review any contact about ATO

Account Suspended due to fake ID -Taxonomy Test::Voice::Checking Account::Account Status::Suspended::Per Chime::Synthetic ID Account Suspended

For suspended account do the full verification that as follows: -Fullname/DOB/Last 4 of SSN/Email add/Physical Add

Chime account can be suspended by: -CHIME -BANCORP

Where to look for the info that representative need to say to the mm -the details in the admin/chismis page that say "CAN TELL TO MM"

Where to look for the macro that the agent should have in the ticket -the details in the admin/chismis page that say "Do not TELL TO MM"

for no marco about debit card Taxonomy Test::Voice::Checking Account::Features::Debit Card::Misc

MAcro Not yet posted 2 days early ( Two days early advertisement ) New dd is not posted but it is not past their paydate ( early DD ) DD to be posted ( No time frame because we don't hold the funds ) there's no minimum and maximum limit in DD

VERIFICATIOON : YES

when a mm asks about status of a taxt refund deposit that has ben reviewed, we are waiting the mm to submit verification documents or the docs need to be reviewed.

• checking acct> DD>TREASURY DD>TREASURY DEPOSIT: WHERE IS MY TREASURY DEPOSIT:TAX REFUND:PENDING VERIFICATION

*checking acct> DD>TREASURY DD>TREASURY DEPOSIT RETURNED:TAX REFUND: VERIFICATION DOCS NOT PROVIDED (DOCS NEeD SUBMITTED WITHIN THE NEXT 24 HRS or this refund will be returned .

Escalation about written: MS::Assign::Send to MS Written Escalations (Private Message)

Verification : 3rd verification apply : -ask the mm for the 3rd party's name must use this statement to ask " do you give us authorization to speak to (3rd party's name) about your account during this call? listen for yes/no

• if yes with your authorization we will be able to provide information such as accountant status and balance -notate the ticket with 3rd pary's name and that authorization had been received

ADA WE CAN NEVER ASK MM TO SHOW SUPPORTING DOCUMENTS OR PROOF OF THEIR DISABILITY (ADA VIOLATION )

ACTION CAN'T TAKE -ACCOUNT UPDATE -PASSWORD RESET -ACTIVATE CARD -RESET PIN -FILE A DISPUTE

DD did,t not received in checking acct

I'll say, as per checking your acc as of this moment there's no posted deposit yet from your employer on your acc, but don't worry as long as chime receive your money we will immediately post it on your acct 2 days Early Advertisement as soon as the money is available on their account it can be access 2 days earlier compared to other banks.

REFUNDS Refunds are process when transactions settles

• with refunds we are able to see the initial charge as well as the refund
• the time frame to post is 5BD
• We are not able to post a refund ( only merchants)
• MM needs to contact the merchant to process the refunds.
• Refunds cannot be issued to canceled (lost/stole) cards.

CANCELED TRANSACTION

• A transaction can only be canceled when the transaction is pending
• once the cancellation has been processed, the transaction disappears from the acct ( no charge )
• the time frame to post is 7 business days
• we are not able to cancel a transaction ( only merchants )
• member needs to contact the merchant to cancel a transaction.

HOLDS TRANSACTION

• A charge that is placed as " insurance policies "
• the transaction stays pending until the charge is released
• It happens with car rentals, hotels, gas station ( etc)
• The time frame to be released depends on the type of charge

• Gas Station - usually they release the hold within two (2) hrs. but at most it up to 4 days
• Hotel - can last up to 7 days
• Rental car/Truck company holds - can last up to 30 days

• Auth Holds Team can release hotel and card rental holds
• Escalate to auth holds teams for hotel and card rental holds.

Macros : MS:VOICE:ASSIGN:: AUTH HOLDS AGENTS ( HOTELS AND CARS RENTAL HOLD ) KB: WHY DID THE GAS STATION OVERCHARGE ME TAXANOMYTEST :VOICE:: CHECKING ACCOUNT::FEATURES::DEBIT CARD::TRANSACTION ISSUES:: REFUNDS AND CANCELED TRANSACTION:: CANCELED TRANSACTION PENDING:: TIMELINE TO EXPIRATION -when a mm ask how long it will take a pending transaction that was canceled to be returned to their account.

wed july 20 50.93