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what do you do if cm is asking about APR promotions
check esign, xfer to lvl 2
> Cm is on the web and they want to add their card to there amazon account, how do you handle this?
line 474
Can you email a cm an e-certificate
no, but you must send them the can navigation using 481/ 482
can we help cm change the spelling of their name?
can we help cm update their DOB?
Can we help the cm update their address?
send line 14 > name change
DOB>call in
address> can line 4/5/6
if the cm is refusing to call in or go online with help for identity thief protection, are you allowed to end the chat?
How do you register a cm for the online account center
via eSolutions & account center procedures
what do you do if a cm is messaging you in Chinese
use the contact us foreign language can
if the cm used the NSR (non-solication request) would they still receive refer a friend offer?
no they won't use can line 449
can we update the cm income and education?
no but send can line 17 & 18
can you help the cm complete a balance transfer?
can you help the cm with a business card application
bt> by sending the the can line 119
business card> can line 57
> cm is on the mobile and they want you to cancel there automatically CBB redemption, how do you handle this
( line 516)
Does the cm need to use the card at least once every 4 months to avoid closure?
false the cm needs to use it once at least every 6 months ( can line 187)
Can we assist with quickenbook issues or would the cm have to call in?
does first time late fee forgiveness apply for a cm that is using the msg?
yes it does use can line 43
Are you allowed to compare bt offers with the cm?
yes we can by using can line 136
Can you offer the spend analyzer to a cm
yes you can use line 299 or 300
cm uses chrome and needs your help with their browser settings on their comptuer, can you do this?
yes you can, use can line 689
Is there a way to view online and mobile app customer interactions within the last 60 days.
Glassbox is a system used to view online and mobile app customer interactions within the last 60 days.
cm is pressing you to be pre-approved for his card, how do you handle this?
line 63
what is a highly suggested practice for the cm when they activate their card?
what must you do when ending the chat?
what must you do when opening fresh chat
peel the sticker off and sign the back> card activation.
Add label, notate in orion, did that address your concerns?
open freshchat> assign the chats to yourself & set active
what information is needed for a charge that a cm does not recognize?
I have a few questions to know the best way to proceed:
• Do you still have your card?
• Did you let anyone else use your card?
• Are there other transactions you don’t recognize?
line 617
what is needed for the cm to be ebill eligible
cm is hyped for their FNF vacay but their card declined and she is pressed to go how do you handle this?
use can line 110
cm needs to know how the closure of their account effected their credit score.
cm wants to know why their home equity declined; how do you handle this?
can line 153> routing number
credit score effected> line 185
home equity> can line 211