• Most investment accounts are connected via Direct Connect, that does not mean that it’s a quick ticket to refer the customer to the financial institution. Come on, you gotta try and help. 
• Schwab brokerage accounts are EWC+, those should almost never be referred to the FI. Please contact T2 if you are stuck instead of transferring to the bank. 
• Always create a backup. 

1. Always ask what the customer is expecting to see vs what is happening. Wrong balance? - What should the balance be? Missing securities? Which ones are they? – You get the point.
2. When dealing with balances, a lot of things play a role in a user having a wrong balance. Take a look at the securities, register, and most importantly take a look to see if there are any placeholders. If there are placeholders, make sure that the user solves those placeholders with the most accurate information, a bank statement of some sort may be needed. 
3. Sometimes the price history for a security may be causing an issue. Look at the balance, identify when the change happened and take a look at the most recent transaction activity. Locate the securities in the security list and verify that historical data for that security is accounted for in Quicken.  In most of these cases, if price history is missing (transactions, buy/sell amounts), there will be a placeholder needing to be solved. 
4.  Use the Portfolio if needed, it allows you to see historical data for any given security across multiple accounts. In some cases, it may be easier to identify an issue when looking at the portfolio as it provides a high-level view of all securities & all accounts. 
5. If you are stuck, contact T2. 

• Setting Up

• Payment Amounts

• Scheduling future dated payments

• Be Friendly: Remember that tone is sometimes difficult to convey through chat. We sometimes may type/or read sentences that may be considered rude or combative. Use supporting words to help convey a friendly tone when chatting. 
• Use full sentences: You may think that leaving out words or using small phrases is more efficient, but is it really? No. I get that things need to move a long, so choose your words wisely so that you don’t sacrifice good communication. Providing full instructions the first time around is more efficient than having to explain what you meant, and it also avoids any room for confusion between you and the other party. 
• One thing at a time: I see this all the time, you ask 2 different questions at the same time and only get an answer to 1. Stay on one topic, focus on one question before asking new one, communication will be better by following those simple rules. Also, make sure your question makes sense, duh!
• Final Note: These are just best practices, these are not the be-all and end-all when it comes to chats. The key is knowing your audience and knowing how to properly communicate with them. Lastly, these best practices are for everyone; T1 to customers, T1 to T2, T2 to T1, etc… you get it. 

• Quicken’s subscription pricing reflects all the features & support Quicken has to offer
• We have not increased pricing the in last few years but in that time we’ve added many new features to make the software even better for you, providing more power and value than ever before.
• Most importantly, the consumer price index has increased by 17% - our product price is increasing similarly to this. 

• The sale price is the introductory price for new users.
• (If the customer responds with pushback three times) Based on your customer history, we can offer 10% off.

1. Use the search bar under Support Reasons, to search "501", as seen in the image attached above

1. You can also expand on each of the reasons by selecting the "+" symbol beside the matching reason.

1. In this case, we would expand on Support Reasons > Bank Download/OSU Errors > CC - then choose "501/101"

• Quicken’s subscription pricing reflects all the features & support Quicken has to offer
• We have not increased pricing the in last few years but in that time we’ve added many new features to make the software even better for you, providing more power and value than ever before.
• Most importantly, the consumer price index has increased by 17% - our product price is increasing similarly to this. 

• The sale price is the introductory price for new users.
• (If the customer responds with pushback three times) Based on your customer history, we can offer 10% off.

• Primer pago por el 30% 15 dias despues de que tu referido inicie en operaciones 
• Segundo pago por el 70% 2 meses despues de que tu referido inicie en operaciones 

In order for you to apply for all your bonuses you must be above the 98% in the Hour Completion