SAC
What does SAC stand for?
Save a Cardmember
What is an example of a Welcome Offer (doesn't have to be accurate)?
Spend £3,000 in 3 months and get 5,000 bonus Avios
What do all dispute references begin with?
D-
What does CBR stand for?
Credit Balance Refund
Do all of our cards have the Plan It benefit?
No, only some Credit Cards.
What system does the SAC team use to cancel cards?
CTT
In general - how long does someone need to wait after cancelling their card to become eligible for a Welcome Offer again?
24 months
Give 1 example of a dispute category (reason CM might raise a dispute)
Item Non- Received, Item Damaged / Defective / Duplicate Billing, etc.
What does CBT stand for?
Credit Balance Transfer
What is the minimum amount a single transaction can be to put into Plan It?
£100
What personal information should we verify with CM when cancelling a card?
Address - for cancellation letter
Do all of our cards have a Welcome Offer?
No - not the Basic
What are disputes based on?
Terms & Conditions and Evidence
Where do we have to go in ISP to raise a CBR?
Create CLIC Case > Credit Balance Refund
Can CMs have more than 1 plan set-up at once?
Yes - if their min / max spend allows.
CM is calling to cancel their Gold card and apply for a British Airways card, can we offer them a product transfer?
No
What is the only card we have where CMs will ALWAYS be eligible for the Welcome Offer?
Vitality Card
What personal information must we confirm with CM when raising a dispute?
Mobile Number, Home Address, Email Address
What is the minimum amount of credit a CM needs for us to process a CBR?
There is no minimum
How can CMs set up a Plan and what timeframe options do they have?
App / Myca & 3, 6 and 12 months
How long should we wait on hold to the SAC team if someone wants to cancel?
20 seconds
CM cancelled their Preferred Rewards Gold Card 3 months ago, they're now applying for the British Airways Premium Plus card and would like to know if they will be eligible for the Welcome Offer?
Yes
What is the system we use to look at Disputes (full name, not just the acronym!)?
Global Disputes Management
If we have requested additional information from a CM, how can we advise them on how to upload this?
Send Common URL to Document Centre, tell them to log in and upload.
If a CM wants to pay off the amount they put into Plan It early, what would they need to do?
Cancel the Plan and wait for it to be added back to their balance.