General Inquiry
Jack wants to know if he can pay his Amex Credit Card with his Amex Savings Account. Can he, and if so, how?
What is, Yes, you can pay your American Express Card bill with your American Express Savings High Yield Savings Account. You will need to provide your routing and account number from your HYSA. You can complete this from your online American Express Card account, or by calling American Express Customer Service
Jeremy Brown is calling American Express Savings as he can't access his online account. What Customer First message would you share with Jeremy?
What is, How to reset his online account password from the login page.
System a CCP uses to locate a document uploaded via DocUpload
What is, Griffin
After confirming the Application / PCN begins with 65, the American Express Savings CCP is following the Pended Applications Processing procedure to check if Isaac’s application has been fully completed using the Review Application for Completeness section of the procedures. What is the next step if the Complete Application button is active?
What is, Click on the Complete Application button.
Jerry Benjamin calls in to advise us of the passing of his mother, who had a Certificate of Deposit account with us. He is listed as the sole beneficiary on the account. Which of the following must Mr. Benjamin be instructed to send to American Express Savings for us to release the funds from the account:
A. Copy of Bank Statement B. Affidavit of Identity. C. Letter of Instruction. D. Copy of Death Certificat
What is, BCD (AOI, LOI, DC)
Correctly state the APY. 0.90%
What would the customer would select in their online profile to link an external bank account? What are the correct order for the steps? A. Account Services Tab B. Manage Bank Accounts C. Add Bank Account D. Select Personal Savings or Personal Checking E. Enter Account and Routing Number F. Click Continue
What is, ABCDEF Correct Order A. Account Services Tab B. Manage Bank Accounts C. Add Bank Account D. Select Personal Savings or Personal Checking E. Enter Account and Routing Number F. Click Continue
When will you be using the password reset procedures to reset a password for an American Express Savings Customer?
What is, When the customer doesn't recall their password, when the customer first establishes their online account, when the customer is temporarily locked out of their online account.
After confirming the Application / PCN begins with 65, the American Express Savings CCP is following the Pended Applications Processing procedure to check if Isaac’s application has been fully completed using the Review Application for Completeness section of the procedures. What is the next step if the Complete Application button is grayed out?
What is, Rerun GNA
What information must be verified if the caller is a sole Power of Attorney on the account?
What is, Account Owner’s Date of Birth. Account Owner’s Address. Account Owner’s Name. Last 4 digits of Account Owner’s SSN
Which of the following is/are true about our routing
number?
A. The American Express Savings Routing Number is 124085066.
B. The American Express Savings Routing Number is included in a Customer's Welcome Kit.
C. The American Express Savings Routing Number is located in the American Express Savings website under FAQs.
D. The routing number is the same for both HYSA and CD accounts.
What is, All of the Above
Is this considered a complaint? Why or why not?
An American Express Savings Customer, Adam Wilson, states to a CCP, "I know of at least 5 other banks that offer higher interest rates for savings accounts."
What is, No. The Customer is discussing general information about a product, a service, or their account.
John Phelps calls and asks an American Express Savings CCP if there’s a way for him to access his American Express Credit Card through his American Express Savings account. How should the CCP reply?
What is, Yes, Single Sign-On (One Identity) enables you to access and manage your American Express Savings account and American Express Card account with just one log in."
Alex Benson calls an American Express Savings CCP and requests to close his account. During the closure process what should the CCP NOT do?
What is, Encourage the customer to keep the account open with a low or zero balance, offer option to have the remaining account balance wired, "More than happy to help"
Kathy Jones is calling to transfer money to her HYSA. While you are completing her request, how would you transition to a suitable Customer First message?
What is, ""While I'm setting up that transfer for you, I'd like to let you know that you can easily and securely set up one time or reoccurring transfers on-line. Can I show you how to set these up now?"
Larry Spencer calls an American Express Savings CCP. Larry asks, "What are the requirements for opening an American Express Savings Account online?" The CCP replies that you must provide
What is, Your name and street address. Date of birth. Your email address. A valid Social Security Number or Taxpayer Identification Number
Samantha Harper is the Joint owner on her High Yield Savings Account. She is requesting that you update the address on her profile. Once your update is complete, what must you advise Ms. Harper to do next?
What is, She must advise the Primary on the account to call or go online to update the address on their profile and the account.
John Phelps asks the CCP how to get set up on Single Sign-on. Explain to John how to set up (One Identity) Single Sign-On. He is currently logged into his American Express Savings account.
What is, Instruct the Customer to log-in to their American Express (Amex) Savings account using their log-in credentials. Advise the Customer to click the Sign in here text to navigate to the online account site. The Customer will receive a onetime Congratulations if the linking was successful. You can go back to your American Express Savings Account by clicking the Personal Savings link in the navigation bar.
Mary Green calls an American Express Savings CCP and requests to close her account. How should the CCP handle the call?
A. Ask the Customer why they are closing their account.
B. Use empathy: "I am sorry to hear that. I can assist you with closing the account."
C. Don't be "Happy" to help the Customer.
D. Document the closure in WebCSR and, if applicable, in Savana.
What is, all of the above.
Molly Smith calls and advises the CCP she would like to wire funds from her HYSA to purchase a house for her family. What steps or probing questions should the CCP ask to assist Molly?
What is, CCP should ask if the funds are going to a title or escrow account in her name. CCP should verify whether account has any restrictions, verify if Molly has enough funds for transfer and check her REG D status before proceeding with the transfer.
What is Out-Of-Band Authentication (OOBA)?
What is, It is the process that uses a One-Time Password that is sent to a Customer to securely reset their password and The American Express Savings OOBA process is a procedure in which an additional step is taken to ensure the Customer's identity has not been compromised.
The appropriate action to take to change a DOB (Date of Birth) when its more than just a typo.
What is, If it is more than just a typo or transposition, a Savana Case will be required.
You are an American Express Savings CCP and you just received a call from a person speaking a language other than English. What do you do?
What is, Follow the procedure Language Line Solutions for American Express for an interpreter to assist you.
A potential customer, Isaac Adams, was applying for his first American Express Savings account online.
While applying, the application process stops and Isaac receives a message to contact American Express Savings. While using Pended Applications Processing procedures, what procedures should the American Express Savings CCP begin with while speaking with Isaac?
First, Determine if the application begins with 65 or with current 4-digit year.
Second, Access eDAO or GO2 systems.
Third, Select Application Management to search for the Applicant or click on the PCN Hyperlink from GO2 search for the Applicant.
Fourth, Verify the Caller.
Fifth, Review the Complete Application button or Conditions to Satisfy to determine if the application has been fully completed.
Jamie Goldstein calls in to ask if she can open a Trust account with American Express. What is the best response to provide to the customer?
What is, We do not offer Trust accounts at this time, but we do allow customers to re-title their account in the name of a Revocable Living Trust.