Name The
3 instances wherein Call Recording Disclosure is required.
1) The Card Member passes the phone to a third party.
2) When you believe the call is on a speaker phone.
3) Outbound calls
CHC: Call Handling Policy
We can release the phone number on file to the Basic Card Member and AM Full AFTER account authentication.
False - Phone number is part of restricted account information. No exceptions.
CHC: Restricted Account Information
HOC stand for?
Health of Compliance
The Card Member passed the phone to his wife. The wife requested to process a payment. CCP processed the payment first and then announced the Call Recording Disclosure.
Not Compliant.
Read the call recording disclosure exactly as written BEFORE making conversation (including name, account information, opening remarks) to ensure you get the Caller’s consent.
3 out of 8 best practices to stay compliant.
1. Bookmark CHC articles of common call types.
2. Click the bell icon on the CHC articles to receive email alerts for updates.
3. Read e-mail updates at start of your shift.
4. Thoroughly review e-mail comms from Compliance, CMSI, CFE Teams.
5. When you identify a misconduct, raise to your leader immediately.
6. Report system issues to your team leader/coach immediately.
7. When re-accessing accounts for valid servicing reasons, always leave detailed notes.
8. Participate in Compliance quizzes / engagement activities
The verbatim call recording disclosure?
This call may be recorded, monitored, and analyzed for compliance and to improve our systems.
CHC: Call Handling Policy
Card Member requested to update his billing address in all of his business accounts. CCP made sure to update the billing address in the personal accounts as well to avoid potential call back.
Not Compliant.
Update the address only on the accounts the Card Member requests.
CHC: Update Card Member address
3 out of 13 trending HOC errors in 2026
1) Call recording/Location disclosure requirement not met
2) Billing dispute case was not set up correctly
3) Did not disclose terms and conditions correctly (Rewards/Rebate Information)
4) Address change requirements not followed
5) OTP disclosure Did not read / did not read completely
6) Did not follow adjustment procedures correctly when issuing credit (Fees)
7) APR not disclosed properly
8) Statement reorder requirements not followed
9) Account cancellation request was not processed correctly
10) Voice ID Unenrollment Not Processed
11) Did not disclose terms and conditions correctly (Card Fees)
12) Line of Credit Increase requirements not followed
13) Did not disclose terms and conditions correctly (Delta Companion Certificate Taxes and Fees)
We cannot determine right away if the result of the credit line increase we submitted is approved, pending, or declined.
False:
It is a regulatory requirement to "read all results of limit increase requests."
We can determine the result by doing the following:
ECOA?
Equal Credit Opportunity Act (ECOA) or Regulation B
Samples:
1) CCP addressed CM as 'Mrs.' without any indication or consent from CM on her marital status.
2) CCP asked the CM, "Are you a Filipino? I'm just curious." The CM said he's not, and the CCP explained by saying that the CM's last name is the same as the last name of the family who are considered "crazy rich Asians."
3) CCP assumed that the cardmembers are married. She said, As I’ve mentioned earlier with your wife.” There was no indication whatsoever that BCM and the other person on the call are married.
4) CCP asked if "Is Joseph like your spouse or..?" instead of asking the CM "how are you related?“
5) CCP stated "it always happens with younger people when there is no credit established yet, so we were not able to verify the Social Security number"
6) CCP greeted the CM with a holiday greeting such as “Merry Christmas,” “Happy Valentine’s Day,” or “Happy Halloween.”
CCP: Don't worry Mr. Card Member, your membership rewards points will not expire.
Not Compliant.
Membership Rewards points have no expiration. However, there may be points forfeited as described in the program terms.
CHC: Rebates and Rewards Merchant Categories
5 restricted account information.
Use CHC: Restricted Account Information to view complete list.
Instead of Gas, we have to use Gas Stations when discussing rewards category to the Card Member.
False.
Use US gas stations to remain compliant.
CHC: Rebates and Rewards Merchant Categories
The three types of correspondence options that we have to update based on the Card Member's preferences?
plastic, letters, billing
CHC: Update Card Member address
Information Provided:
APR for Purchases: 19.49% V
APR for Cash: 29.99% V
BCM's inquiry: What's my interest rate?
CCP: Your APR for purchases is 19.49% variable.
Not Compliant.
If the Card Member is not requesting for a specific APR (APR on purchases, cash, or another balance), Quote all available APRs.
CHC: Quote Annual Percentage Rate (APR)
Regulation that will be violated if the CCP assumes that the Card Members are married without any indication that the BCM and the other person on the call are married.
Example: "As I’ve mentioned earlier with your wife.”
Equal Credit Opportunity Act (ECOA) Regulation B
CHC: Banking Regulations and Privacy Acts Information
All types of transactions will earn reward points.
False.
Only eligible purchases will earn rewards.
CHC: Eligible and Ineligible Charges for Rebates and Rewards
CHC: Rebates and Rewards Merchant Categories
The first step to easily pull up a CHC article from ISP?
1) Type the card name in the search box in ISP
CCP: Mr. Card Member, your 10,000 membership rewards points is equivalent to $100.
Not Compliant.
Quantifying Membership Reward or other rewards structures redemption or value without indicating restrictions and variations by saying UP TO will be cited as an error.
CHC: Rebates and Rewards Merchant Categories
CHC: Customer First - Inbound Enrollment Requirements and Misconduct