Late Fees
Where can we check if a guest qualifies for Courtesy Late Fee Waiver?
IAED
Mail, Phone, RCAM, Store are examples of
Forms of payments - RGC
Article Name to track a complaint.
Tracking Complaints - All RedCard
Guest can sign up for Auto Pay and Alerts here
RCAM: Alerts Q&A
What two articles would you reference for a TC/TMC misplaced inside guest home?
Lost/Stolen/Never Received Card - No Fraudulent Transactions (TC/TMC) - RGC
Add/Remove CW02
You have to notate me verbatim if guest qualifies.
C1, Courtesy late fee credited for (month)
What coding is required for Quick Remit payments, and on what screen?
PT/QD. WCAD
True/false: We must enter the phone number that guest called or that's in MCNA when tracking Complaints?
True- Step 10 towards bottom
What is an OTP?
One Time Passcode
RCAM: One Time Passcode - All RedCard
Second factor Authentication
How often does Target report to Credit Bureaus?
Credit Reporting Hub - RGC
Every 30 days
True or false, The late fee gets deducted from the minimum payment?
False,
Remove Late Fee - Courtesy - RGC/RGCO
"Fee will be credited to your balance and will appear on your next statement"
What time frame would we provide for payments to post?
24-48 Hours
True or False: We must track all calls?
False
What Level 2 Drop Down Option would we use when tracking a case for Poor Guest experience.
Guest Servicing
True/False: When verifying guest, we are able to read them their address first?
False: Guest MUST provide us with their information
You must provide this on the call.
SSO
Will Auto Pay continue on a closed account?
Yes- Auto Pay Q&A - RGC
"Payments will continue until account balance is zero, even if account is closed"
Where do we transfer if guest has a complaint about a store experience?
Guest Relations
RedCard Phone List - All RedCard
Guest Relations
58798
True/False; Can guest contact us about a concern regarding their account through RCAM?
True
Guest can contact us via RCAM secure messaging.
Scenario: Primary Accountholder gave the authorized user authorization to do maintenance on account. Authorized user calls back 5 minutes later to make additional updates, (without the primary on the call), can we help?
No, authorization needs to be given by Primary on Each Call.
If guest lives in Florida, where there was a FEMA declared Natural Disaster, and they already have two late fee credits within the last 12 months, would we be able to credit their late fee?
Yes
Accountholder Affected by Natural Disaster/Severe Weather/Declared FEMA Emergency - All RedCard
How do we access RCAM?
ezBusiness in my apps in Salesforce
Yes
Tracking Complaints - All RedCard
Step 14
To track CH feedback about TM interaction, select yes for Previous Agent Feedback, add the TM TSYS User ID to Team Member Number and include the CH's feedback in the Issue Description.
Can guest access RCAM 24/7, including holidays?
Yes, RCAM is available 24/7
Scenario: Guest is calling 1 day after due date to change their due date. What do we advise?
Statement Closing (Due Date Change) and Date Table - RGC/CLP
I’m sorry, but your account needs to be current in order to make those changes.
Please call us back after your next payment posts and at least 2 days prior to next due date