Balances & Fees
A BCM wants to know their current balance letter in writing. What do you do?
Go to the Amex Communications to send a letter or contact SRT for a fax.
How do you correct the name on a BCM's card? How can you help if the BCM is not tech savvy.
Send the common URL for 'name correction,' update Customer Profile, then offer a replacement card. If the CM is not tech savvy, we can send Amex Communications a name change request, it can take between 7 to 10 business days, and then in can take up to 1 month for them to receive their new card. They will be able to continue to use the card.
The caller says the BCM has dementia. How do you handle it?
If the call is in English, transfer to CEN. If Spanish, add a Power of Attorney and go to CHC.
In which tab do you enroll a BCM with a Platinum card, and they want their Hilton Gold Elite benefit? (100 Bonus Points if you say 3 benefits with Hilton Gold).
Use the 'Enrollment Services' tab (BCM NEEDS A HILTON HONORS LOYALTY NUMBER). Early check-in, late check-out, breakfast for 2, and possible room upgrade
What two key attitudes should you have on any call?
Be empathetic and use active listening.
A BCM calls to cancel a card that has an annual fee and they want to cancel and a refund. What do you do if the call is in Spanish?
If canceled within 30 days of opening, they qualify for a refund. Otherwise, they must pay the fee. IF the call is in Spanish and they are Retention Elegible, we MUST READ THE DISCLOSURES, we need to send the token to our TL
A BCM has an Amazon Business Card but wants a name change. What's next?
Warm transfer to CEN SBS for Business name changes.
A BCM calls in English asking to lower their APR. What's your next step? What do you do if its in Spanish?
Transfer to CEN for APR adjustments (English) If the call is in SPANISH go to APR in ISP, if they are elegible we will see a button that says LOWER APR. We can fill out an iCare. if they have a PENALTY APR is more its because they did not pay on time.
A BCM with a Blue Sky card wants to redeem their points. Where do you transfer them?
Membership Rewards
A BCM wants a late fee waived. How do you decide?
Check for no previous late fees in the last 6 months. If clear, Slack Eri. Otherwise, the fee stands and offer to change the payment date to avoid this
A BC applied for a card that has an annual fee, they want to know when they will be charged. What do you do if they don't want to pay the fee and when will it be charged?
You can look if there is another product without a fee and offer a product change. If the card has an annual fee, it’s typically charged within the first 45 days of opening the account.
A promotional 0% APR is shown as 'forfeited' on the account. What happened?
The BCM missed or failed a payment, causing them to lose the promo rate, this is in 2nd page of their Statement Balance (Go to View Statements to confirm) where it states that they will forfeit this promotion.
There is no way to verify the CM ID because there is no phone or email, and they have not received their CC. There is a note on ISP that says: 'Advise the BCM... transferring to Special Handling Team for privacy.' Which team is that?
CRUSH. Warm transfer them.
A BCM with Delta SkyMiles Reserve asks if the Additional Card Member can access the Centurion Lounge. How long can they stay in the lounge.
Yes, if flying on a Delta-operated flight, a maximum of 3 hours
A BCM sees a pending charge they don’t recognize. How do you handle it?
Contact FRAUD in Spanish or English.
An ADDITIONAL CM says they can't use their account. You see in ISP 'Account Cancelled: -amex-non-derogatory-.' Why was it canceled?
The card was never activated within 60 days. BCM can request an additional card online. If they are requesting it on the phone, transfer to corresponding CEN
A BCM says they can’t use their card after a payment issue. What do you check?
Check Payment History if they have a return payment reach out to RLA.
A Spanish-speaking BCM wants to exchange MR points to Aeroméxico, how many additional points does the CM get more points?
Let them know they can do this process on their app, send a Common URL. Warm transfer to Membership Rewards (Spanish). They can earn an additional 600 miles for every 1000 they exchange with Aeromexico.
A BCM wants to know when their Delta SkyMiles post. (For 100 extra points: How much is the fee to reinstate their points)
Typically, within 48 hours after the statement closes, as long as they pay the minimum on time. The reinstatement fee costs $35.00 USD
BCM notices unrecognized charges made via Apple Pay, but they never enrolled in Apple Pay. Next step?
Refer to IPT or to Fraud Premium immediately.
A BCM has two cards from the same family ($5k/$9k) but needs to make a $13k purchase. What do you suggest?
As long as they ar ELEGIBLE and they same card family you can reallocate credit from one card to the other, leaving at least $1k on one of the cards. Personal and Business cards can also be done as long as they are elegible. IF ISP DOES NOT ALLOW YOU, NO ONE CAN DO ANYTHING, TRUST ISP.
A BCM wants to cancel a payment made 3 hours ago. What do you advise?
Wait for the payment to post, then do a Credit Balance Transfer if needed. If in payment history it shows DELTE go and DELETE. Contact their BANK to ask for A STOP PAYMENT
A Spanish-speaking BCM inquires about a High Yield Savings account but doesn't speak English. Next step?
Call Savings at 1-800-446-6307 and request an interpreter
A member says that they were declined for a Welcome Bonus, what do you do?
First, the most important, Go to Customer Interactions; "Welcome Bonus Offer Denied". Revisar el historial de las tarjetas, de lado izquierdo en ISP se puede ver las tarjetas que tiene. The offer is declined because the will only receive a welcome bonus ONCE on a specific family. Online they see a message that they are NOT ELEGIBLE to the welcome bonus offer.
A BCM did not receive their Gift Card. What's the process?
Ask probing questions. If purchased with MR, transfer to MR. Otherwise, transfer to Gift Cards.