Verification
What users/roles may call in and REDEEM?
Primary and Joint users.
What are the members earning?
Points or cashback.
Do we offer direct deposit as a redemption option?
Yes. To any linked USAA checking or savings accounts.
What is the most traditional way to locate an account?
Last name and last four of the card number.
What information do you verify with an Auth user?
Primary name, last 4 of the card number and DOB (Do not redeem unless you speak with the Primary.)
Can we speak to their transactions if the member specifically wants to know their most recent purchase?
Yes.
In your own words, what is shop with rewards?
"USAA Shop with Rewards" is a redemption option for USAA credit card rewards members, allowing them to use their earned credit card rewards in real time while shopping at participating merchants. Members can apply their rewards points or cash rewards directly at the point of sale to receive a discount on their purchase, provided they have the required reward balance. The minimum balance required for redemption varies and is only available at the point of sale system in-store. USAA American Express cards are not eligible for this program.
Where can you find the member number?
By selecting "View pool" hyperlink next to the members name.
What is an additional piece of verification you might do on some calls?
Validate the verbal password. This can be found in the inquiry log.
Do their points expire?
No. Only forfeited if the account is closed and exceeds 90 days.
Where can we ship gift cards?
USAA gift cards cannot be shipped to P.O. boxes or outside of the continental US. They can only be shipped to eligible addresses within the continental US, including APO, DPO, and FPO military boxes
Where do you find who made a redemption on the account?
Redemption tab > History > select view on the specific redemption.
Where can you find additional card numbers?
In the card products tab.
Can they transfer points?
No. USAA currently only offers pooling points.
What is the minimum needed to redeem a statement credit?
Where do you go to confirm if the member received their spend and get promotional offer?
Activity tab > Reward
What do you provide the travel department when assisting with a warm transfer?
The Alchemy ID
What is a spend and get offer?
A "spend and get" is a promotional offer where members receive a reward, such as a discount, gift card, or percentage off, for spending a specific minimum amount of money within a certain timeframe. These promotions are designed to encourage members to spend more, often by spending a certain dollar amount to "get" a benefit on their next purchase or on the current one.
When a client calls in stating they tried to make a redemption but they received the Error 1290 message. Why does this happen?
Error-1290 can occur during a redemption attempt and may be caused by several factors:
Why would you leave an inquiry in the inquiry log?
For feedback, complaints and compliance issues.