greendot

Adherance - attendance QA - AHT (average handling time)- Offline auxccess -

Intro to GD

NYSE - new york stock exchange

Day 2

Tools -twililio -quawo -sales force -uwa

letter of dispute (file a letter) pvc - ch (but they can send a letter of dispute to hand written) to PO box address - po box 9 winchester ohio.

10 business days to old account - not within 30 days from the first funding 20 business days to new account - within 30 days from the first funding

90 calendar days if regular transaction 45 calendar days if domestic atm, elctronic transfer, paper checks, and fund transfer. email, name, last 4 digit , birthday, phone number

JOB as INTAKE file dispute, check status of dispute

Warm transfer - 3 way transfer you will inform the other department that you will transfer the CH.

Cold transfer - direct transfer to the other department.

5 verification process if the ch provide wrong info ----(if the ch does not remeber ask the ch is they remember their acc info or the manual search in the online acc but if ch still not remember transfer to cs)---- if the number was not updated assist them to the file a dispute first then you can also ask the ch if they want to be transfer to cs for updation of their info.

Manual search (if the account info does not pop automatically) 1----(Card number 16 digits) 2----(Phone number) 3----(First and last name) 4----(email) Last option----(SSN)

(FCM) fast call mode

Call Flow step 3 (Confirmation Transaction) IF posted -if EA we can recommend to ch that they contact the merchant. -if UT they will have to wait release date + 2 business days, to file a dispute. (if transaction does not post by the balance will return to your account.

Call Flow = Card replacement step 4 Card replacement = only applicable if UT
IF EA contact the merchant.

For Non reg-e (Step 4 call flow) if pending contact the merchant. if posted but the ch insist to file a dispute, then dispute.

Day 3 When searching about the transaction. -merhcant name -date -amount

after verification complete you can now tell the ch about the transactions you see in your end.

If Pending refund that ch waits on, credit but if the transaction on the card happeneds on debit, transfer on CS.

if the release date + 2 business days matches todays date, tell the ch to at least wait 24 hours give us a callback.

but if the transaction pass the release date + 2 business days transfer to CS.

if UT we need to check from the previous history from the same merchant (back track 13 months)

MERCHANT HISTORY -if ut all the previous history auto UT and file dispute from the same merchant. -if pending ut card replacement and wait for the transaction to be posted. ----if the transaction was declined still replace card and check previous months then file dispute (for UT). ---FOR SHORT METHOD GO TO QUAVO---

Navigation (card replacement) ---take action - card replacement = chose Lost/Stolen = click no = reason for replacing card put 'UT' = click yes = put the address, but if the ch says take the same address then ok. the delivery will take calendar 7-10 days but it is free. we have expedite (if ch wants a faster delivery) expedite fees for legacy card $15 for go2bank $24.95 (but also check the balance of CH)

IF insuffecient balance persuade the ch, that this is the only options they have..(persuasive). ----CH name, I do understand your concern but for now this the only options i can do fo you, but I assure you that you will receive the card within calendar 7-10 days.

If they have balance ----tell them they the option for expedite but they will have to pay the fee. and the delivery will take 3 calendar days.

After the card replacement was submitted

Go to = take action = fees reverse the fee for the legacy cards only if lost/stolen in card replacement.

Go2Bank High valued CH

if the ch refuse to do card replacement, the only thing we can do is to block the acc

if ch wants a different address yes you can do that only if dispute related.

Day 4 if the ch ask if there are additional fees in expedite, educate the ch.

only block the card if the ch refuse to have a card replacement. (for ut) and for ATO you have to block the card also (to avoid future ut from the card)

###BLOCK B5 ---refuse for card replacement ---call got disconnected (after attemping 2 callbacks but still no answer proceed to avail again)

Go2Bank When the card is still unblock ===== take action = account status = chose = status change by csr.

LegacyBank Take action = Card status = Put block B5 = Disputed transaction in drop downs.

when doing erratum only for 24 hours

#####For pending transaction take action === dispute = filling dispute claim = filling dispute cant file dispute beacause transaction still pen.

#####Ghost call telephony systems = connectivity = connectivity ghost call

######NEW ACC within 30 days ######OLD ACC not within 30 days From the of the first funding date to the dispute transaction date.

why do we ask this question when filling dispute? -----to know the consistency of the answer.

for ut(common questions) ----what is the last transaction that you did?

######before ending the call make sure to give/provide the CASE NUMBER?

DAY 5

####If the call has a 3rd party person, make sure to ask ( can i speak to the CH?). verify the account.

#####in ato there is exception when it comes to phone number in verification.

-----if there is failed verification when can still proceed to dispute if the Ch provide the correct/exact information of the transaction.

---when it comes to probing question we can not proactively says that the ch have other transactions.... because it is not fully verified.

----and also notate the info that they did not fully verify.

----you cannot check/give the amount balance of the ch since the account is not fully verified.

----case number and LOD the only things you can disclose.

----when the info of the exact transaction cannot be found, but in the ch end they can see it. ===== (go to the authorization history {same as pending}). ......educate then transfer to CS.

----if there is no exact transaction to be found transfer the CH to CS so that the statement of account will be given.

####where can you find the link account, ---details = link accounts = click the blue letters. ---only Go2bank has credit card. ---overdraft

----if there is a credit card transaction posted after checking to link account, educate them and transfer them to the credit card department.

#####Quavo dispute ---take action= click dispute= Reasons: yes(made by the card)/No (made by the account and routing number){click the options afterwards}= ----filter the transaction after the dispute.= check the boxes of transaction in dispute then click "continue" = finish all the probing question. = for ut process card replacement. = take the confirmation number and provide to the Ch. and open the quavo2.0SSO and notate again the notation. = click the notes on the lower right screen. = copy paste the notation, chose the contact center, and lastly click the add botton.

----when processing the dispute and the call got disconnected and you already call back but still there is no response about the probing questions. you can transition to manually file the dispute.

----but for Go2Bank these doesn't go through.(quavo){when processing card replacement}{so use manually}. ----if there are different transactions from different cards you will create 2 file cases. ---- ut and ea, fraud, non fraud file different cases each. ---- when identify the card ut, walmart you can file dispute filling, even without finishing the probing question. ---- if quavo the case number starts at 23 ---- you can also click the resend message and put the correct email. ---- if the ch already file the LOD, your pvc maybe credited on the 10th business days.

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