Let's be Compliant

True or False

100

This is qualified as a valid offer: 

"Do you have anyone you'd like to add for an employee card today?  None? OK. Thank you."

False. 

200

It is ok to decline an offer you never mentioned to the Card Member since there is no customer harm. 

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

False: This will be tagged as Failure to Obtain Consent: 

Note: You must select cancel if you select the offer and don’t mention it to the Card Member.

300

CVP will NOT allow us to process Additional Employee Card without the DOB, Physical address and SSN.  

False.

CHC: Add an Additional Card Member

We can still process the application. However, we require the Employee Card Member to provide their DOB, SSN or National ID, physical residential address within 60 days of Card issuance 

• If they don’t provide the required information, we cancel the account and disqualify them for reinstatement.

400

We can skip disclosures in bold if it was not discussed or mentioned by the card member. 

CHC:  Extend an Offer

False.  Read the mandatory bold talking points exactly as written and in the order in which they appear.

500

Card members can replace the employee's last name on the card to the branch or location name of the business.

CHC: Guidelines for Adding an Additional Card Member

False: 

The Name to appear on Card field defaults to the legal name on the application.

• Do not change the last name for the Name to appear on Card, it must match the legal last name on the application
• Change the first name for the Name to appear on Card if the Additional Applicant wants to use a nickname, for example, Dave instead of the legal name David

What is/are?

100

The type of offer we cannot extend to AM Full.

CHC: Customer First - Inbound Enrollment Requirements and Misconduct.

Cross Sell.

Examples of offers AM-Full can receive include Pay Over Time Enrollment / APR Promotions, Upgrades on existing account, adding an Employee Card.

200

The 4 types of Sales Misconduct behaviors .

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

• Failure to Obtain Consent 
• Misstatement and Omission 
• Tactics 
• Manipulation

300

The type of sales misconduct that will be cited if CCP suggests to the Card Member get an Employee/Additional Card in their own name to subvert a rule (i.e., underage Card Member) 

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

Manipulation:

Note: We do not cite this as a sales practice error if the Card Member initiates the request. For Business Cards, if the Card Member specifies a legitimate business need, you can proactively recommend

400

The minimum age requirement for additional employee card members

CHC:  Guidelines for Adding an Additional Card Member

18 years old

500

The maximum number of times we are allowed to do a rebuttal.

CHC:  Customer First - Inbound Enrollment Requirements and Misconduct

Tactics will be cited if You rebut 2 times  when the Card Member declines a Value Generation offer.  

Name The

100

One of four things we have to remember to ensure that our offer is qualified as an offer made? 

CHC: Extend an Offer

When extending an offer to the Card Member:

1)Use specific product name and details.

2) Show the value of the offer and how it can help expand the portfolio.

3) Relay FFB or talking points information to the Card Member.

4) Ensure that Card Member has a clear understanding that:

1. American Express made an offer.
2. They need to expressly accept or decline the offer.

200

Two types of callers in small business accounts who can receive the required product description, disclosures, and provide EIC for value generation.

Customer First - Inbound Enrollment Requirements and Misconduct

You can only make offers to Basic Card Members and AM-Full on their own account.

300

5 acceptable EICs

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

Yes

I agree, consent, approve

You have my permission

I would like to add this product, feature, benefit

Enroll me

Sign me up

You may process

I would like to enroll, sign up

Sure, please do so

Absolutely

Please go ahead

I would like that

Keep the Card Open

You do

400

Sales Misconduct that will be cited if a CCP makes an offer during an outbound call 

Manipulation

CHC:  Customer First - Inbound Enrollment Requirements and Misconduct

500

Sales Misconduct that will be cited "if a CCP does not read required product disclosures exactly as written" 

CHC: Customer First - Inbound Enrollment Requirements and Misconduct

Misstatement and Omission

Where do We?

100

Card Members may have different accounts, and all offers will load in the CVP. Where do we ensure that the offer you are making matches the account?

From CVP: 

1) Hover over the mouse over the product. CVP will display the last 5 digits of the account the offer is intended for. 

2) After clicking the offer, check if the last 5 digits on the upper right corner matches the account the offer is intended for.

200

Check in ISP to confirm if there is an existing card to avoid duplicate employee cards? 

ISP-   Additional Cards Section

300

Go in CHC to find out Sales Misconduct as well as the list of acceptable EIC.

Customer First - Inbound Enrollment Requirements and Misconduct

400

Go in CHC to know more about adding an Additional Card Member to an existing Personal or Business account.

 

CHC: Add an Additional Card Member

500

Go in CHC to know more if an offer requires credit check or if enrolling there is a Credit Bureau Report or FICO score Impact? 

CHC: 

Credit Reporting Agencies and Credit Bureau Reports