Dispute ready ka na ba?
CM wants to dispute 1 unrecognize charge, how will you proceed?
Ask probing question, talk-off and if CM insist, proceed with dispute
After presenting SAC, CM states: "Yeah sure. Why not?" How will you proceed?
Tell the Card Member that we are unable to proceed without their formal consent. Then, prompt the Card Member for an EIC.
Cancel the offer when the Card Member still did not provide EIC
When it comes to card cancellation, what should we always remember before offering or canceling the card?
Always offer STE - Save to Existing
What is the most recent Ace playbook that was released?
A closing chat/serviceable or non serviceable scenario
How many Ace playbooks have been published so far?
13
If the CM wants to raise a dispute for a transaction made on January 12, 2020, what would you do?
Transaction between 36 and 72 months (3 to 6 years) using the Offline Transaction Form within View/Manage/Create Dispute page in ISP
When CM requests to downgrade the card during maintenance time what should you do?
Advise CM to contact back to process the request
How much is the additional fee for Priority Pass guest access for the Business Gold Card?
Business Gold Card is not eligible for Priority Pass
What is the passing AFR rate?
25 seconds
CM wants to Plan a cash advance charge amounting 95 GBP, what option online will you provide?
No option online as cash transaction are not eligible for Plan creation
CM is reporting multiple unknown charges from multiple merchants. What would you do?
Refer CM to call Fraud
What does step 9 in Cancel a Personal Card or Account - GSP or ISP CHC entail?
Follow the standard Credit Balance Refund (CBR) procedures making sure to type 0 in the Amount field
How do you explain Non-Serviceable Scenario in Ask Amex console, closing resolved chat?
Service no chats
How many Complimentary access does the Corporate Gold card have?
Corporate Gold Card - Basic Card Members including 2 complimentary lounge visits per membership year
What is the turn around time for BA Club account link request? (Avios Enquiries)
The number provided must be in the Customer's name and in the UK, check this with the Customer before setting up a case. Any Avios that have transferred to the old number will be merged into the new one. This process can take 7 to 14 days.
CM states she was physically forced to sign for goods or services. How would you proceed?
Refer CM to call ASG - Account Security Group
What is the CTT tagging if CM agreed to delay the cancellation until the next card anniversary date?
No Save (Cancel or Decline the SAC offer), inform the CM that offer changes from time to time.
CM wants to know their Priority Pass membership ID, what will you say?
Provide the membership ID, how to activate PP Card, PP website, guide cm to download PP app. Inform the CM to enter priority pass number and the VALIDATION CODE. Validation code can be found on their Amex card welcome pack, or card member can use the last 4 digit of their Amex card number.
MRGC
What important details should you share to CM when raising unrecognize charge?
Our process for disputing unrecognized charge is a two stage process, stage one will be to provide you some basic information about the transaction, we hope this will help you eirhter recognize the charge or provide you merchant contact details. But if the information provided does not help you recognize the charge, simply re-open the dispute online and we will begin stage two and reach out directly to the merchant for documentation.
CM didn't receive the item and wants to report the merchant as fraud. How will you proceed?
Ask relevant questions, talk-off, set proper expectation that Fraud is a totally different situation and if cm insist offer to file dispute
If CM wishes to cancel to move outside the UK. How will you proceed?
Establish where CM will move and inform them of Global Transfer option and provide card benefit reinforcement. If CM insist, continue with cancellation
What was the very first Ace playbook we published?
Cycle Change
When addressing an Avios inquiry, what information do we need to provide?
-Type of BA Card, Classic or Premium Plus
-Statement cut-off Date: Statement Date
-Avios transfer date: 6 Days before the Statement date
-British Airways account number: you can find it in STAR > Partner registration
-Please provide the link to the BA website for their reference: https://www.britishairways.com
What does step 9 CHC PERSONAL CARD CANCELLATION entail?
Step 9
Is the Card Member entitled to a prorated annual membership fee refund?
Yes
Follow the standard Credit Balance Refund (CBR) procedures making sure to type 0 in the Amount field.
No > Process complete.