WHEN TO TRANSER A CALL TO ACCOUNT MAINTENANCE TEAM:
Dialing procedure - 403673 + 9 + 1 + 8886755801
WHEN TO TRANSER A CALL TO ACCOUNT MAINTENANCE TEAM:
Dialing procedure - 403673 + 9 + 1 + 8886755801
ALL TRANSFERS ARE COLD
You should only transfer a call to the Account Maintenance Team under the following circumstances:
The customer is elderly and may require additional support navigating digital channels.
The customer is not receiving our emails (after verifying the email on file and checking spam/junk folders, and emails are not marked and seen in Intercom).
The customer has called multiple times, and the issue remains unresolved.
A non-wallet customer is escalating, and a transfer is needed to de-escalate the situation.
If none of these conditions are met, do not transfer the call. Follow the standard process to support the customer:
If a customer specifically requests a phone call, but does not fall under one of the exceptions above:
Ask the customer what time(s) work best for a call.
Inform the customer:
“Thanks for that. I’ll let our Account Maintenance Team know you would like a phone call, and someone will reach out to you soon.”
When appropriate, remind the customer that this phone line is designated for debit card inquiries.
The best way to reach our team for other questions is by email or chat.