Compliance
What verification is required on outbound calls?
Partial verification of two pieces of customer information.
What does ISP mean?
Intuitive Servicing Portal
Which UK Amex Co-brand card allows you to collect points that can be redeemed at Sainsbury's, Argos, and eBay?
Nectar
How much is the annual fee for an American Express Gold Card?
£195
What material is the Platinum card made of?
Metal
What must be mentioned if a customer alludes to travelling abroad?
What is our knowledge database that we can access to find any and all information required to do our job?
CHC (Colleague Help Center)
True or False: The Companion Voucher from the British Airways Premium Plus Card can be used for flights in all classes, including First Class.
True
On what kind of purchases does a Gold Card member earn 3x membership rewards points?
On American Express® Travel
What are the details of the Global Dining Statement Credit that is available on the Platinum Card?
CMs can receive up to £200 in statement credits to spend in the UK per year, and a further £200 to spend abroad at some of the best restaurants around the world
What do we do if a cardmember passes the phone to another person in the middle of a call?
Read the Call Monitoring Disclosure
This is the system that we open if we want to view relevant spend on Amex offers
AOST (Amex Offers Servicing Tool)
Which UK Amex co-brand card offers a free night reward after spending £25,000 in a card member year?
Marriott Bonvoy American Express Card
How many priority passes does the gold card allow a CM to have?
4
What is the annual membership fee of the Platinum Card?
£650
What verification must we go through with a customer before opening STAR?
Future Usage Verification
When viewing images sent and received on GDM, this system loads.
Griffin
A customer calls in and asks if they can use the companion voucher for a solo trip. What do you tell them?
Yes. The voucher can be used for a solo traveler providing a 50% avios discount on the flight.
£5 cashback on eligible purchases, twice a month for a total of £120 a year
If a cardmember booked a flight with amextravel.co.uk worth $7,000, how many membership points will they earn?
14,000 Membership Rewards
Who provides Travel Accident insurance on the Nectar card?
Nobody. Nectar isn't covered.
If we want to locate a balance transfer, what system would we open to find it?
GRIP (Global Remittances in Progress)
A customer with a Nectar Card asks how they can convert Nectar points to Avios. What is the conversion rate?
400 Nectar Points = 250 Avios
What is the cookie welcome offer on the Gold card?
Exclusive New Cardmember offer: Earn 28,000 Membership Rewards® points when you spend £3,000 in the first three months of Cardmembership.
What insurance is only available on the Centurion and Platinum cards?
Comp Worldwide Insurance provided by
Europ Assistance