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WorksheetsCommon Questions on Slack
Total questions: 14
Worksheet time: 5mins
CM's bank was frozen due to fraud. CM was unable to make his payment on time and is requesting to waive his late fees. What can we do?
Promise to waive late fees
Suggest autopay
Choose Amex Error, System Error
Attempt to waive late and interest fees
CM wants to confirm card on their mobile app. However, they were locked out of the app. What can we do to help them?
Unlock Card and ask if they need a password reset
Send common URL: Online Account Enrollment
Confirm Card for CM
Advise CM to reset password by themselves online
CM calls in for a purchase that was returned, but CM was not refunded. We transfer the call to Fraud.
True
False
CM has a spend limit on their charge card. CM's spend limit was updated very recently. Which team will be able to review this information and possibly assist to increase the spend limit?
SRT/RCCT
RLA
ACCOUNT SERVICES
UNDERWRITING
Platinum CM calls in to request for a cancellation due to unable to pay the membership fee
Attempt to cancel card
Transfer to Platinum retention
Advise to downgrade to a lower fee card
Provide retention number
How do we quote the Purchase APR in the image?
Your interest charges will be 29.99%
Your Penalty APR for Purchase is a variable rate of 29.99%. When the Penalty APR is removed, the APR will be back to the original rate of 13.24%
Your Penalty APR for Cash is a variable rate of 29.99%. When the Penalty APR is removed, the APR will be a variable rate of Prime +21.99%, which is currently 25.49%
Your Penalty APR for Purchase is a variable rate of 29.99%. When the Penalty APR is removed, the APR will be a variable rate of Prime rate +9.74%, which is currently 13.24%
A Green Card Member calls in to book a flight and wants to know the points earning for their flight. What can we advise CM?
Transfer CM to Amex Travel
Advise CM they can earn 3X points for
Flights: Airfare and Airline purchases during travel
Guide CM to contact Delta
Advise they can earn 3x points regardless of which site they book their flight
CM wants to get their ATM Pin mailed to them. What action can we take?
Proactively offer Temporary PIN
Guide CM to view their PIN online
Send Common URL
Transfer to Account Services
Can CM view their card expiration date on MYCA?
YES
NO
Cm has a returned payment due to insufficient funds in their bank. CM mentioned that they have more than sufficient funds in their bank.
Transfer to FRP
Advise to make a Payment
Advise to enroll in Autopay and let the payment kick in automatically instead
Transfer to Account Services
CM has a Delta Platinum Card. What are some of the benefits of this card?
Delta Sky Club Access
Status Boost: Earn up to 20,000 Medallion Qualification Miles (MQMs) in a calendar year by spending $50,000 on eligible purchases.
3X miles per eligible $1 spent on:
Delta purchases made directly with Delta.
Purchases made directly with hotels.
Delta Companion Certificate
An ACM cannot add themselves as an Account Manager?
TRUE
FALSE
CM's card was declined at a gas station. Upon checking Recent Attempts, CCP can see that the charge has been reversed. Future Usage approves of the charge. What should we advise the CM?
Advise CM to wait for 24-36 hours
Advise to make a payment
Advise that the gas station reversed the charge that Amex approved
Mark for Dispute
CM's total balance is $12,934. CM's used credit is $13,934. CM's Credit Limit is $14,000. GSP shows available credit of $66. CM is saying there should be $1,066 of available credit. What can we do?
Consult Authorizations
Consult Account Services
Consult Current Credit
Consult DGT
