Team Emman - Let's Stay Compliant

True or False

100

This is qualified as a valid offer: 

"Do you have anyone you'd like to add for an employee card today?  None? OK. Thank you."

False

CHC: Extend an offer

• When extending an offer to the Card Member:
• Use specific product names and details
• Show the value of the offer and how it can benefit them
• Relay the Fees, Features, and Benefits (FFB) or the talking points to the Card Member
• Ensure that the Card Member understands that:
• You are making an offer
• They must accept or decline the offer

200

It is ok to decline an offer you never mentioned to the Card Member since there is no customer harm.

False: This will be tagged as Failure to Obtain Consent:

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

Note: You must select cancel if you select the offer and don’t mention it to the Card Member.

300

CVP will NOT allow us to process Additional Employee Card without the DOB, Physical address and SSN.  

False.

CHC: Add an Additional Card Member

We can still process the application. However, we require the Employee Card Member to provide their DOB, SSN or National ID, physical residential address within 60 days of Card issuance 

• If they don’t provide the required information, we cancel the account and disqualify them for reinstatement.

400

While processing Business Platinum Upgrade, the card member mentioned that she doesn't care about the $200 airline credit benefit. We are no longer required to read the non-bold bullet disclosure since the card member mentioned she is not interested.

False

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

This will be tagged Misstatement and Omission 

• You discuss the non-mandatory first bullet point on the features, fees, and benefits page but don’t read it exactly as written. This includes both you proactively mentioning the information and the Card Member asking about the benefit.

500

BCM called to update the business address on file for his Business Platinum Card. To avoid potential call back, we can automatically update the business address in all of the accounts under the same BCM.  

False.

CHC: Update Card Member address

• Update the address only on the accounts the Card Member requests.

 

What is/are?

100

The type of offer we cannot extend to AM Full.

Cross Sell.

CHC: Customer First - Inbound Enrollment Requirements and Misconduct.

Examples of offers AM-Full can receive include Pay Over Time Enrollment / APR Promotions, Upgrades on existing account, adding an Employee Card.

200

The 4 types of Sales Misconduct behaviors .

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

• Failure to Obtain Consent 
• Misstatement and Omission 
• Tactics 
• Manipulation

300

The type of sales misconduct that will be cited if CCP suggests to the Card Member to get an Employee/Additional Card in their own name to subvert a rule (i.e., underage Card Member)

CHC:  Customer First - Inbound Enrollment Requirements and Misconduct

Manipulation:

CCP suggests the Card Member get an Employee/Additional Card in own name to subvert a rule (i.e., underage Card Member, to game google ad words, etc.)

• Note: We do not cite this as a sales practice error if the Card Member initiates the request. For Business Cards, if the Card Member specifies a legitimate business need, you can proactively recommend.

400

The maximum number of times we are allowed to do a rebuttal.

CHC:  Customer First - Inbound Enrollment Requirements and Misconduct

Tactics will be cited if You rebut 2 times  when the Card Member declines a Value Generation offer. 

500

The type of sales misconduct that will be cited if CCP makes an offer to a Card Member who called in to report fraud.

Tactics

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

You make an offer to a Card Member who called to report fraud in their account (including alternate product, service, or upgrade fraud report) or to report an otherwise compromised Card.

• Note: We don’t cite a Misconduct when the Card Member calls for a status update on a reported fraud case or ongoing investigation.
• Note: We don’t cite a sales practice error if you determine the charge is not fraud during the call.

Name The

100

Two types of callers in small business accounts who can receive the required product description, disclosures, and provide EIC for value generation.

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

You can only make offers to Basic Card Members and AM-Full on their own account.

200

5 acceptable EICs

• Yes
• I agree, consent, approve
• You have my permission
• I would like to add this product, feature, benefit
• Enroll me
• Sign me up
• You may process
• I would like to enroll, sign up
• Sure, please do so
• Absolutely
• Please go ahead
• I would like that
• Keep the Card Open
• You do
• Certainly
• I would like to Proceed
• Of course
• Please do this

300

Sales Misconduct that will be cited if a CCP makes an offer during an outbound call

Manipulation

CHC:  Customer First - Inbound Enrollment Requirements and Misconduct

400

Sales Misconduct that will be cited "if a CCP does not read required product disclosures exactly as written"

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

Misstatement and Omission

500

New Rewards structure for the Blue Business Plus Card

CHC: Blue Business Plus Credit Card

2X Points Per $1 spent on eligible purchases of up to $50,000 per calendar year, and 1X point per $1 thereafter. 

AND

2X Membership Rewards on AmexTravel.com Per $1 spent on eligible purchases on AmexTravel.com and will not count toward the first $50,000.

Where do We?

100

Card Members may have different accounts, and all offers will load in the CVP. Where do we ensure that the offer you are making matches the account?

From CVP: 

1) Hover over the mouse over the product. CVP will display the last 5 digits of the account the offer is intended for. 

2) After clicking the offer, check if the last 5 digits on the upper right corner matches the account the offer is intended for.

200

Check in ISP to confirm if there is an existing card to avoid duplicate employee cards?

ISP-   Additional Cards Section

300

Go in CHC to find out Sales Misconduct as well as the list of acceptable EIC.

Customer First - Inbound Enrollment Requirements and Misconduct

400

Go in CHC to know more if an offer requires credit check or if enrolling there is a Credit Bureau Report or FICO score Impact?

CHC: 

Credit Reporting Agencies and Credit Bureau Reports

500

Go in CHC to learn about daily updates 

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