THURSDAY TRVIA

BCM called in to check on ACM's card that was declined. ACM's card was cancelled due to no SSN provided within 60 days. BCM requested to reinstate ACM's card. What do you do?

• Reinstate ACM's account as long as it's within 30 days

• Offer to re-add ACM

• Connect BCM to New Accounts (NARA)

• Connect BCM to Apply By Phone

• Inform BCM account is ineligible for reinstatement

CM is calling to reinstate account. Upon further checking, account is handled by OA. CCP proceeded with the request.

• Transfer CM to OA

• OA-handled accounts cannot be reinstated.

• Transfer CM to Research and Recovery

• Transfer CM to Apply By Phone

CM informed they received a credit alert. After providing their SSN, CCP found 1 account connected. CM insisted they did not apply for a card with American Express. What is the next step?

• Cancel the account

• Inform CM to contact their credit reporting agency

• Transfer to NARA

• Transfer to IPT Fraud

CM has an existing Marriott Bonvoy card with a limit of $30K. CM was approved for a new Marriott Bonvoy Bevy card today. CM tried to make a big purchase on the existing card but was declined due to low credit limit. CM later found out his credit limit from the existing card was reallocated to the new card automatically. CM is looking to reinstate the initial credit limit on Marriott Bonvoy card. What do you advise?

• Advise CM to contact RLA

• Offer CM to request credit limit increase

• Offer CM to reallocate the credit back to initial card

• Advise CM it's not possible since reallocation was automatically done by our system

CM calls in wanting to check if she has her free night reward. CM has a Hilton Honors Aspire card. Where do you check if cm has free night reward?

• Aesp > co brand rewards

• ask cm to check with Hilton

• Hub Menu > Co-Brand Rewards > Qualified Spend.

• Hub Menu > Enrolment Services > Partner Benefits

Provide the title of the CHC for the following questions:

CM is being personally abusive

Account services directory

What can I not reveal to CM during a call?

MYCA User ID/Password requirement

CM did not receive credit for TSA Pre-check on Delta Skymiles Platinum card.