Bilt Day 1

Application

100

What is the tool that we use to review an application status?

Application Inspector

200

What is the status that a customer needs to wait a certain number of days to reapply? And how many days does the customer need to wait?

Decline Status

Customers need to reapply after 45 days since the application got declined

300

What does it mean for an application to be under an archived status?

This indicates a newer application was submitted OR ran – search the customer's email again and look for an app with a more recent date

400

What are the steps that a customer needs to follow when the application is under CREDIT_FROZEN_OR_LOCKED_FILE?

Advise the customer to contact Experian at [phone].

Once the freeze is lifted, the customer can reapply right away using the same application link or website — they don't need to contact us again.

500

What forms of ID are accepted?

• US State Driver's License (valid, unexpired)
• US State Identification Card (valid, unexpired)
• US Passport (valid, unexpired)
• US Passport Card (valid, unexpired)
• US Permanent Resident Card / Green Card (valid, unexpired)

Housing Payment

100

I was charged twice for my housing payment. Can you refund & tell me why that happened?

Housing payment issues fall to the Bilt Rewards Team. Please help transfer the customer following the Recommended Script for Transferring to Bilt.

200

Can I make housing payments to multiple properties?

Yes. With Bilt 2.0, members can pay rent or mortgage for multiple homes and earn rewards on eligible payments. There is no limit on the number of housing payments and no housing points cap.

300

How do I link my bank account?

1. Open the Wallet tab in the Bilt app
2. Tap "Manage" to access card settings
3. Under Payments, select "Housing payment preferences"
4. Select "Link a bank account"
5. Link via Plaid

400

Did you know who the landlord is who is receiving my rent payment?

Thanks so much for reaching out. I completely understand [acknowledge the member's issue]. Bilt is specially prepared to help you with this. Here's how you can quickly get in touch with them:

• Through your Bilt App — tap the chat with support option
• Online at biltrewards.com/help
• Or by phone — [phone]

500

Will paying rent on the card affect my available credit?

No. Because money comes out of your linked bank account the same day your housing payment is charged to the card, it will not take up any available credit. There may be a brief window where it appears reduced, but this resolves on its own once the bank account debit is processed.

Update Personal Information

100

What are the steps a customer needs to follow to update their phone number?

• Phone Number: Bilt App → Profile → Personal Information → Phone Number

200

Can I update my address to a PO Box?

Yes, you can do this through the Bilt App by navigateing to the Wallet tab

300

Why do I have to provide documentation to change my address?

If you are unable to complete the process through the Bilt App, we require documentation to verify your new address and ensure the accuracy of the update. Note, this will take a few business days to process before we can submit the order for card creation and shipping.

400

Can I change the name on my card without changing my account name?

Yes! If you'd like a different name printed on your physical card — for example, using a preferred name or shortening your name — we can accommodate this during a card replacement. Please note this only updates what appears on the card itself, not the name on your account.

500

What are the documents a customer needs to send to change their physical address on file?

• USPS change of address form
• Utility bill (water, gas, electric)
• Lease Agreement
• Mortgage Statement
• If document type is Utility Bill or Bank Statement, confirm date on document is within 30 days of today

Statements

100

What is the name of the macro that we need to use to send a statement via email to a customer?

Bilt — Statement Share (Agent Pull)

200

What is the latest due date I can have each month?

The farthest we can update your due date to is the 28th of each month.

300

If a customer changes their statement close date or due date. When will this change take effect? 

Your new statement close date and due date will be effective on your next full statement cycle. You will still need to make a payment on your original due date.

400

Where can I locate my statement?

Once populated and available, this can be found by going to: Wallet → Current Balance → i Icon next to current balance → scroll all the way down to view Statements and Download

500

 How do I download my statement?

1. Open your Bilt app
2. Go to Wallet
3. Locate 'Current Balance' and tap the ⓘ icon
4. Scroll to the bottom to view and download your statements

Random

100

What is the meaning of AAN?

Adverse Action Notice

200

Lucky Day!!

You earn 200 Free Points!!

300

What information must we verify before disclosing information about the account?

• Full name on account (First and Last)
• Full Date of Birth (MM/DD/YY)
• Last 4 digits of SSN
• Phone number associated with the account
  • If the account cannot be located, request the email address associated with the account
• Full address on file (including city, state, and zip code) (if the number is not recognized in Zendesk)

400

 I just made a payment. Why is my balance still high?

Your current balance may not reflect the payment because it is still pending. Once the payment settles, your current balance should update.

500

What information do we disclose during a Spanish call?

• Navigating the website or app
• Explaining how to submit documents
• Explaining next steps in a process
• General explanations of where to find rates and fees, account information, etc.
• Questions about balances, declined transactions, or how to make payments