Authentication
What is the first step when authenticating?
Verify caller's first & last name
CA # 24830
What is the eligibility timeframe to receive a NABO?
48 Months for Sapphire products CA # 25347
What is the best way to determine if a transaction is fraud or a dispute/claim?
Ask LOTS of probing questions, the more information we have, the better chance we have at determining which workflow to use.
CA # 24560
What is the cut off time for making payments using an ATM, Online, Chase Mobile app, VRU, or speaking with specialist?
CA # 24985
Service or Transfer
Calling to report Fraud/unrecognized transaction.
Service this call, we would use our card replacement workflow to tag the fraud, you may be prompted to transfer to fraud. If it is "new" fraud, the call must be warm transferred. We must always attempt to tag the fraud prior to transferring over to fraud.
CA # 42798
Name the Job aid and article # where we can verify what entitlement each card member has.
Customer Entitlement Matrix
CA # 24525
The amount of reimbursement for hotel stays booked through Chase Travel Sapphire Preferred card members receive.
Sapphire Preferred card members receive up to $50 in statement credits as a reimbursement on hotel stays purchased through Chase Travel annually. CA # 25105
Fraud or Dispute
Card member calling to report a merchant continues to charge their account even though they have confirmed cancellation their membership.
Dispute - We would start the process to initiate the dispute/claim for the client, only if prompted to transfer to Disputes after attempting workflow.
CA # 24560
What are the reasons a card member may have a float pay on their acct?
What is the reason my payment was put on hold?
CA # 24549
Service or Transfer
Card member wants to review an existing booking made through Chase travel.
Transfer to Sapphire travel team or provide the customer direct number.
CA # 24404
Where would we go to opt out of Voice Verification?
In FA we would go to the workflow Communication Preferences > General Preferences > Opt Out.
CA # 24830
What is the timeframe to receive a Chase Sapphire Reserve $300 annual travel credit?
Automatic credit based on travel MCCs; Will appear on statement within two billing cycles. CA # 25179
How would a customer add documents for a claim/dispute?
Through the Chase Mobile app > manage account > Track Claims
Chase.com > More menu > Account Services > Track Claims
What is the addresses clients can send a paper check for payment the regular mail?
Credit card payment option for customers wanting to send payment by regular mail
Cardmember Services
PO Box 6294
Carol Stream, IL 60197-6294
– OR –
Cardmember Services
PO Box 1423
Charlotte, NC 28201-1423
CA # 72581 & 24632
Service or Transfer
Setup a PIN for cash advances
Both! We would not be able to set the PIN for the card member however we would still be required to review Cash Advance disclosures before transferring to PIN IVR.
"Your current APR (or Annual Percentage Rate) for Cash advances is < numeric rate > % variable, with a fee of < numeric percent > %, minimum of < amount >. In addition, interest accrues daily and there is no interest free period."
CA # 24438
True or False We can confirm an expiration date if caller provides info first.
False, we will NOT be able to confirm any details of account information including full acct #, CVV and expiration date.
CA # 24830
How often do Sapphire Reserve Card members receive $100 statement credit for Global Entry, TSA PreCheck or NEXUS application?
Customers receive one statement credit up to $100 every four years as reimbursement for the first application fee.
CA # 25179
Fraud or Disputes
Calling to report merchant they made a purchase from seems to be a scammer.
Disputes - Now depending on the situation this scenario could determine which dispute reason we would select.
CA # 24560
ePay limits processed using VRU, online, mobile, First Assist:
Service or Transfer
Calling in about a previously submitted fraud charge that was rebilled to their account
Transfer to Fraud Recovery
CA # 24403 & 72581
What are the authentication types for card?
Authentication types for Chase Online / Mobile app:
Name of system we use to verify customer's next $300 travel credit reset period?
Specialists can access LSP "Account Overview" screen to communicate customer's next $300 travel credit reset period (e.g. 06/2018)
CA # 25179
What options do card members have to check the status of an existing claim?
How may payments can a card member make in one day from the same bank account/Pay From acct using the Chase Mobile app?
CA # 24462
Service or Transfer
If customer has rewards redeemed through Chase activity they didn't perform, don't recognize or received points that aren't theirs.
Transfer - Fraud - Customer Protection Group
CA # 24403 & 72581