Payments and Balances
How much is the Late Payment Fee for AU and NZ cardmembers?
AU: $30
NZ: $25
What's the annual fee for Essential, Explorer and Low Rate AMEX cards?
Essential - $0
Explorer - $395
Low Rate - $0
Mr. Diaz, a 3PA (Maintain) on her mothers' account, called to update her moms' contact number. How will you assist?
Help in changing his mothers' contact information once verified as 3PA Maintain.
How far back can cardmembers request for offline statements and how long can they view it online once available?
up to 7 years and statements requested can be viewed for 14 days
What are the possible outcomes of a Dispute?
Record of Charge
Write Off
Chargeback
Re-Bill
Credit In
Combination
CM made a gas purchase, used AMEX card for groceries, had to pay home mortgage, has a revolving balance and has been billed the card annual membership fee within the same statement cycle. If she settles a portion of the statement balance, how will payment be allocated?
1. Interest on revolving balance
2. Annual Membership Fee
3. Home Mortgage, Gas and Groceries
How will an Explorer cardmember redeem their Travel Credit and how much is it worth?
$400 TC
Ms. Cortez, 3PA (Discuss) would like to redeem MR points for gift card as her husband is ill. How will we assist Ms. Cortez?
What are our servicing responsibilities for a SafeKey call?
1. Update SafeKey Contact Information and Email Address
2. Updated SafeKey Preference Settings
3. Provide participating SafeKey enabled-merchants
4. Identifying whether a SafeKey charge has been authorized or not
A Customer claims they have not received the Merchandise. A dispute case was raised and was closed in the Merchant's favor. The Customer was rebilled because the Merchant provided us with proof of delivery. The Customer advised that the signature on the proof of delivery isn’t theirs. Dispute or Fraud?
•This is a Dispute case.
•The Card Member is not denying the charge, but he is disputing the signature on proof of delivery.
•The Dispute can be raised as ‘Card Member has not received order/item/service’.
CM has three cards with us, he activated PayID for his Explorer card last week. He's now asking why it's not working for the other two card accounts he has. How will you assist CM?
PayID needs to be activated for each card they have.
What other benefits would an Explorer Cardmember get from their card?
Up to 55 days interest free
MR Gateway: 2 stnd, 1 gov
Travel credit $400
Travel insurance
Amex lounge 2 P.A.
Hotel collection benefit
Smartphone screen insurance - $500
Buyers advantage (extended warranty)
What are the KYC questions?
Legal Full Name, Date of Birth, Address and Postcode, Income and Occupation
What process do we follow for Name Change requests more than 2 characters?
1. Create a CLIC Case under the category 'Name Change'
2. Fill out case with essential information such as whether card will be replaced, embossing name, delivery address and leave CLIC notes with FROM and TO Name, reason for the name change and when CM will upload document
3. Provide CLIC Case Reference Number to CM to use as reference when uploading documents online
4. Advised CM of TAT which is 3 to 5 business days from when CFN receives supporting documents
Mr. Diaz returned an item and was promised a merchant refund in 4 weeks. He called AMEX 3 weeks later to dispute charge, how should we proceed?
1. Check if CM contacted merchant and identify if there was a merchant commitment to process refund.
2. Once identified that CM was informed to wait 4 weeks for the refund, proceed with Talk Off to explain we also follow the refund policy of the merchant and verify if CM can still wait another week for the refund promised.
3. If CM insists, proceed with opening dispute
What are the key information to share with Cardmember if they would like to process a BPAY payment? and how long is posting time?
• CM must set up BPAY direct from their bank through online, mobile or telephone banking and entering biller code and reference number.
• Biller Codes
- American Express: 5082
- David Jones American Express: 88013
• Reference Number is Card Number
Payment will be posted within 3 business days
What is the main benefit of a Low Rate American Express Card?
Reasons not to complete KYC Review.
1.The Card Member does not want to provide details.
2.If KYC completion is not appropriate, for example:
•Negative or complaint call
•Natural disaster
•Hardship
•Vulnerable Card Members
What happens to Active PLAN IT installments when account goes past due?
First past due - Active PLAN IT monthly installment plan/s will be transferred to Standard Balance, subject to interest. Any monthly fees billed are irreversible.
2 or more past due - Active PLAN IT monthly installment plan/s will automatically be cancelled and remaining balance is transferred to Standard Balance, subject to interest. Any monthly fees billed are irreversible.
Provide a walkthrough on how CM can continue an unsubmitted dispute online
Statements Tab, on the mid-left portion under View Recent Activity will be Your Disputes hyperlink. Click for CM to view all Unsubmitted, In Progress and Closed disputes.
Cardmember would like to set up Direct Debit payments towards her American Express account. How will you assist her?
•ONLINE: Login to the online account via amex.com.au/directdebit. Follow the prompts to complete the process.
•DIRECT DEBIT REQUEST FORM:
- Personal Cards: amex.com.au/personalforms; NZ: amex.co.nz/personalforms
- Business and Corporate: americanexpress.com/au/business/customer-centre/
NOTE:
Return completed form to AMEX either online, fax, mail
Joint bank accounts can only be requested via paper enrollment with authorization from both signatories.
What are our Membership Rewards Partner Airlines and Hotels that both Explorer and Essential cardmembers can redeem points with?
Hotels: Hilton Honors and Marriott Bonvoy
Airlines: Air NewZealand, Cathay Pacific, Etihad Guest, Malaysia Airlines, Thai Airways, Virgin Atlantic, Virgin Australia Velocity Frequent Flyer
Emirates and Singapore (until 4th of October)
Qatar Airways and Hawaiian Airlines (new addition)
When are we only allowed to switch to NO CALLER in GSP?
1. CM who passed ID got disconnected and we were able to callback within 10 mins
2. Internal Transfers where representative advises Full Complete ID was done
3. After Call Work - no CM on the line
4. Calls from CHUBB after verifying password of the month
5. Non-CM reports a lost and found card
6. GSP UCID System Maintenance but Manual ID has been completed
How will credits, disputed transactions or refunds impact Active Plan IT Installments?
Credits, disputed transactions and refunds will NOT automatically trigger cancellation or reduction of active Plan It installment amount but will deduct on Standard Balance.
How will a disputed amount impact a credit card, set up for full closing balance Direct Debit, if the dispute suspension happened 6 days before direct debit run date?