Points
How many points do you get to register?
500 points
If a customer wants to redeem towards a Credit card statement, What do we mention as an additional Alternative?
A prepaid Master card.
What pieces of information are we to ask to locate the customers account?
5 digit zip code (unless they don't have a zipcode locate with phone number)
Last 4 of CC (be sure that it is last 4 of CC not social security)
How do you earn points?
Charging your credit card.
how long before pts expire?
4 years from original earn date
what is the time frame for gift cards to arrive? what about cash back?
7-10 business days or up to 30 days
2-3 business days
what is the name of our travel dept?
montrose
how long is a sev 3 ticket time frame?
2-3 business days
What daily purchases do we encourage the customer?
Gasoline
Supermarket
Energy bill
Pharmacy
Water bills
what are the benefits of being registered or registering online?
500pts bonus
able to see pts
able to see when pts expire
make redemption
manage rewards account
how long does merchandise take to arrive?
4-6 weeks
minimum for travel credit? (pts and $ amount)
29,000pts for $100-$300
do we make escalation tickets for lost or stolen master cards after the client received it?
no, they need to contact master card
Are we able to transfer points?
No, only the customer is able to do so at www.rewardsfirstbank.com
can we change an email address or add an authorized user?
no, they can change their email online or through CS, they can add an authorized user online
what do you do when a gift card hasn't arrived?
verify it has almost been 30 days since it was shipped
make a ticket
send affidavit
how long does travel credit take to post? how long do travel certs take to arrive?
2-3 business days
7-10 business days or up to 30 days
alternative verification information that can be used when the client cant verify something on the account?
last payment
phone #
What are the minimum pts needed and the dollar amount associated with them for cash back, master card, travel credit, and gift cards?
cash back 5,000pts for $25
master card 5,000pts for $25
travel credit 29,800pts for $100-$300
gift cards 1,500pts for $10
what MUST we inform the client of throughout the call once we verify the account?
pts per $
website benefits
pt balance
expiration of pts
pts expire every 4 years
redemption opts with current pts
*campaign (only if applicable)
what are all the different redemption opts we offer?
merchandise
gift cards
cash back (only cc)
master card
travel credit
ecerts/travel certs
pts needed for travel cert online vs when calling?
(only minimum)
$100
online 10,700pts
call 11,200pts
What is the information needed to verify the account?
Name
last 4 of CC
Address
DOB
last 4 of SSN