Card Services I
Mystery I
Card Services II
Car & Hotel
Mystery II
100
What are the steps to verify if a charge will be approved?
Hub Menu
Under spending click future usage
Select General Purchase on Card
Enter amount and submit.
You will see if it's approved or denied.
Alway advise to submit a larger amount that the charge in case of taxes or fees.
100
What destination did we mention multipole time during our introductions on Monday?
The Outer Bank Of NC
100
Name the top 5 action(s) under the hub menu.
Balance Summary
Make a Payment
Replace Card
Reset Password/Unlock
Transactions
100
What is the grace period CM get with Hertz
4 Hours
100
What letter does Economy class start with?
What is Y
200
What are the 3 Co-branded cards we learned about in our teach-back session?
Delta SkyMiles Reserve/ Blue, gold and Platinum
Hilton-Surpass, Aspire....
Mariott Bonvoy, Mariott Bonvoy Bevy
200
What is Joy's favorite domestic travel destination?
New Orleans
200
What are the steps to update an address in GSP?
Hub menu
double click on Update Address - (or click address from GSP main screen)
Select the Pencil and note pad.
change address and click find address.
verify
200
Name 3 complex Card request
- Account Balance Reconciliation
Account Re-age
Annual Percentage Rate (APR)
Card Reinstatement
Cash Rebates
Credit Balance Refund
Credit Balance Transfer
Misposted Payments
National ID / Date Of Birth - Update / Verify Card Member Information
Payment HierarchyInquiries
Pay It Plan It Inquiries
Replacement Cards - 10- day override exceptions
200
What does IAP stand for
International Airline Program
300
With this program Card Members earn 1 In Circle point for every $1 in eligible purchases in-store, online, or by catalog when shopping at, Last Call, Horchow and many more.
What is Neiman Marcus, Bergdorf Goodman Incircle program
300
True Or False
After invalidating a card, a new one will automatically be sent to the card member.
False, you still need to send a replacement card.
300
Where do I find the name of my ME in GSP
On the Main screen in GSP under Premium Servicing Information
300
Centurion Card Members can enjoy Hertz Platinum benefits and amenities which includes:
What is
- Complimentary Elite status - minimum rental requirements waived
- Express pickup - Bypass the counter without having to wait in line or complete rental forms
- Express return
- Automatic upgrades (based on availability)
- Discounted rates
300
What amenities do the card members receive under CFHR
It provides Centurion Members with extra or enhanced Centurion-only amenities – in addition to the regular FHR amenities - when they stay at select properties.
Allows a room upgrade at time of booking (instead of at check-in), subject to availability
Includes a $100 or $200 food and beverage or $100 or $200 spa credit, which varies by property
Not all properties and brands participate in the Centurion FHR program.
400
How do we handle calls inquiring about fraudulent email (phishing), text (SMShing), call (vishing), and other related fraudulent attempts.
- Ask them to forward the email/text to spoof@americanexpress.com without changing the subject line of the email for further investigation.
400
Daily Double
Your Centurion card member needs to add 3 additional platinum cards under his account. What is the fee for 3 cards?
Platinum fee is $175 for the 1st three cards and $175.00 for each additional after 3rd one.
400
Steps to invalidate a Centurion Card?
Hub menu
under card management select Invalidate card.
Verify account that needs to be invalidated.
select reason code and invalidate.
400
Name at least 3 of the Hotels that offer additional Special Centurion benefit for the CFHR program.
What is
- Aman Resorts
- Belmond
- Mandarin Oriental
- Oetker Collection
- Rosewood Hotels & Resorts
- St. Regis Hotels
- The Peninsula Hotels
- Waldorf Collection Hotels & Resorts
400
PEP Stand for.....
Premium Economy Program (PEP)
discounts in PE when the airline partner offers the separate PE cabin. Expanded to include more partners and auto pricing. PEP and IAP are not combinable.
500
Your Card member called in about the scenario below. How would you respond?
My payment was applied to the wrong account, can you move it to the Platinum card? What is the turnaround time to have this payment moved?
I would need to send your request to our Card specialist Team, and that team can assist today with moving your payment.
500
Your card member would like to add a $7,000 spending limit on his additional card holder, what are the steps?
Go to hub menu.
under spending select limits on additional.
verify the card
500
I need to add an additional card, what information is required? Name all 6
1. Name as the would want it to appear on the card
2. Social Security Number
3. Date of Birth
4. Email and phone number
5. Does the CM want to put a spend limit.
6. Read Disclosure
500
What's the friends Rep name who joined us today?
500
What is the benefit of IAP program
Centurion Members and Platinum Card Members can receive discounted fares when traveling internationally in First, Business, and in some cases Economy class on select participating carriers through the International Airline Program (IAP).
- They can travelaloneor with up to7 additional travelers(a travel companion is no longer required)
- Discounts onall First and Business class ticketswith participating carriers (plus increased seat availability)
- Discounts onrefundable, restricted, and non-refundable fare types, based on the applicable published fare rules (simplified booking process for all applicable fare types)
- There are 2 options for special pricing:
- IAP: Discounts in all First and Business classes and expanded inventory. Some participating carriers will include coach discounts.
