Greenlight Updates

 When completing account notation for card decline, what is the necessary information we need to add on the notes?

• 1. Child’s Name and Last 4 of the card

• 1. Transaction Name, Amount, and Date

• Parent’s Callback Number

• 1. Decline reason

 Should we ever include the child’s card CVV and the expiration date in the notes?

• YES

• NO

If the customer wanted to speak to a supervisor, what information should we include on the notes?

• Reason the customer wanted to speak to a supervisor (rep does not need to ask the customer why they want to be transferred, the rep should be listening for context clues during the call to understand why the customer is upset and wants to be transferred.)

• If the call type needs approval to be transferred, who approved the transfer, and where it was transferred to.

• If the customer is not able to be transferred in real-time and we need to set up a call, the rep should include callback information (callback number and time for callback)

• All of the above

 When a customer calls in about loads, charges, refunds, or adding/removing a funding source what information should we add to the notes?

• Last 4 of Child’s Card

• 1. Specific Amounts & Dates

• 1. Last 4 of Funding Source

• All of the above

• B AND C

 Please choose the best example of a call notation for the Scenario below.

Scenario: Customer Sally Jones - UID =4091 calls in. She was verified in the IVR. She calls in stating there are unauthorized transactions on their son Jimmy’s card ending in 1234. They already ordered a new card from the app but want to file a dispute. The fraud charges were for $14.99, $14.99, $14.99, and $6.99 from Apple on 02/01/24. You help file a dispute and confirm all information the customer needs for the dispute. You were able to successfully file the dispute. Once the dispute was filed, the customer asked if we could explain how the monthly fee works.

• UID =4091 Sally Jones IVR Verified-called in to dispute 3 charges on Jimmy’s card 1234 for $14.99 and 1 charge for $6.99 from the merchant Apple on 02/01/24. Assisted cx in filling the dispute. Advised dispute TF and case confirmation number. Cx understood and asked how monthly fees work. Explained fee is charged monthly to Pw but will charge FS on file if there are no funds. Cx all set

• UID =4091 Sally Jones- called in to dispute 3 charges on Jimmy’s card 1234 for $14.99 and 1 charge for $6.99 from the merchant Apple on 02/01/24. Assisted cx in filling the dispute. Advised dispute TF and case confirmation number. Cx understood and asked how monthly fees work. Explained fee is charged monthly to Pw but will charge FS on file if there are no funds. Cx all set

• Sally Jones IVR Verified called in to dispute 4 charges on 02/01/24 for Jimmy’s card 1234. Assisted cx in filling the dispute. Advised dispute TF and case confirmation number. Cx understood and asked how monthly fees work. Explained fee is charged monthly to Pw but will charge FS on file if there are no funds. Cx all set

• 1. UID =4091 Sally Jones called in to dispute 4 charges on 02/01/24 for Jimmy’s card 1234. Assisted cx in filling the dispute. Advised dispute TF and case confirmation number. Cx is all set

What should agents do during the phone call and include in their account notation when advising customers of a timeframe and/or limits?

• Include that they explained the timeframe and/or limit, include what timeframe/limit they explained to the customer, and/or the specific date they told the customer.

• 1. Only mention the timeframe if the customer requests it.

• Avoid notating the timeframe altogether to save time.

• Include that they explained the timeframe/limit, include what timeframe and/or limit they explained to the customer, and/or the specific date they told the customer. Also, include the full timeframe/limit in the notation.

What should the agent add in their call note to ensure the callback request is handled properly?

• The full callback number or confirm if it is the number on file

• 1. The request was posted to Slack for a callback with all the needed information

• 1. The date and time the customer requested the callback and that the request was posted in Slack

• The agent should provide callback information without specifying the time and date since that will be in the callback post in Slack.

Can the T1 agent reconcile the card if it is Out of Balance by more than $100?

• YES

• NO

Commander shows the total card balance is $300 but CST shows the total balance is $199. What should be the resolution of the T1 agent?

• This is out of balance so the T1 agent should transfer the call right away to T2

• This is out of balance by $101 so T1 would not be allowed to reconcile and would begin the approval process to transfer to T2

• Agent can reconcile the card and if there was an error in commander, can transfer the call to T2

When a child’s card is Out of Balance (OOB) _________ and ___ will show _________ total balances.

• Commander, CST, correct

• Commander, CST, the same

• Slack, IVR, correct

• Commander, CST, different