Credit Card Basics
How do you quote a Cash Advance?
"Your current APR (or Annual Percentage Rate) for Cash advances is < numeric rate > % variable, with a fee of < numeric percent > %, minimum of < amount >" JA #24438
How long does a customer have to redeem their points after closing their account?
Customer has at least 30 days to redeem rewards from closure. JA# 24688
What is the annual membership fee for Sapphire Reserve?
$550 Annual Fee, $75 per authorized user
JA# 25179
Can an authorized user call to request for a card replacement?
Yes, authorized user can make a request for a card replacement without the Primary.
JA# 24808
What is a good talk-off, when a fee refund request gets declined?
"I have submitted your request for a refund; at this time your account is not eligible for a refund. What I can do is share a few services and tools which may help you avoid these fees in the future."
How long before the customer can request a product change if it was just opened?
12 months JA# 24627
How long can a customer expect to receive their cash back redemption deposit?
Post within two to three business days
JA# 32678
Can we waive an annual fee?
No, cannot be refunded on open accts unless due to proven bank error.
JA# 24687
Do authorized users have access to service credit card with their own online banking?
No, authorized user do not have access to service the account online. JA# 24808
Why was I given this APR? 29.24%V
"I can absolutely appreciate your desire to reduce your interest rate. Your account is currently at the lowest APR available. We will review your account at least every six months to see if you are eligible for a lower APR. If your account qualifies in the future for an APR reduction, the change will reflect on your statement or on Chase.com / mobile app." JA#24621
How many different ways can a customer make a credit card payment?
9 payment options: Reg Mail, western union, wire payments, Chase branch, express mail, money gram, Epay, autopay, ATMs JA#24632
Can a credit card payment be made with using their reward points?
Yes, can be redeemed for statement credit however still required to make at least the minimum payment.
How early can a card member see late fee on account?
Late fee is visible on account as early as 8 p.m. ET on due date. JA #24647
Who can request a credit line consolidation?
Primary or Secondary
JA#24525
I paid my balance in full last month. Why was I billed interest again?
When you carry a balance from one cycle into another, interest is billed for each day the balance remains on the account. In other words, the interest you see on this statement is interest that accrued from the day your cycle opened, until the day we received your payment in full.
JA# 24939
True or False:
Autopay can be cancelled on First Assist
True
JA# 24690
How do you find the NABO (New Account Bonus Offer)?
C3 screen IACD
Between Sapphire, Freedom, and Slate which card(s) have foreign transaction fees?
Freedom & Slate
Can an authorized user request to be removed from an account?
Yes, limited to themselves
JA #24808
Customer is requesting to transfer points from his Sapphire Preferred to his wife's Chase Freedom Unlimited, how would you proceed?
Can only move points to an account they own, OR to one member of their household. Select marketing rewards workflow on First Assist, select Rewards Servicing and Combine Points. Enter household card number and last name. Can only have one household member listed at a time. JA# 26981
Customer has a negative balance on their credit card, what are their options?
Can request for Credit Balance Refund OR customer can continue using card. JA#24871
Customer calls in for points not reflecting in their reward balance, how would you resolve the customer issue?
Create an escalation through LSP JA# 24727
John's anniversary year is October 1st and his statement cycle closes on October 30th. On November 20th, John calls to close his Sapphire Preferred credit card. Does he still need to pay the annual fee? Why or why not?
John does not need to pay the Annual fee since he called within the timeframe, he would receive the annual fee adjustment within one or two billing cycles. JA #24687
Annual fees will be automatically removed during account closure within one to two billing cycles, if account is closed by customer within 41 days of statement closing date annual fee was billed
In what JA can you identify POA levels and how many are there?
JA #24471 & 5 levels
Level 11, 12,13,14 & 21
Stacey just got approved for the Chase Sapphire Reserve, and is going on a trip in a few weeks. She applied for the card for the priority pass and would like to activate it. How would you proceed with Stacey's request?
Priority Pass can be activated through LSP by going through the market/rewards workflow. Priority Pass can take 2-3 weeks to be delivered to address on file. You can provide membership ID number, which they can download Priority Pass App and have the digital priority pass card.
JA# 24956