Barclays Week 2 Quiz Review

What are some things you can do in the Benefits and Rewards workflow?

• Product Trade/Upgrade/Downgrade

• Reissue a gift card

• Award a courtesy adjustment

• Create a rewards case if the point totals on the account are incorrect

• All of the Above

The cardmember has a promotional Balance Transfer at 0% that expires in 6 months and is in the process of doing another promotional Balance Transfer at the same rate that expires in 18 months. How will the payments be applied to the account?

• All of the payment will be applied to the BT that expires first

• Everything over the MMP will be applied to the BT that expires first

• Everything over the MMP will be applied to the BT that expires second

• Since they are both at the same rate we cannot advise the cardmember how it will be applied

• B and C

When should you transfer a cardmember to Retention and what should you advise the cardmember when doing so?

• Any time the cardmember has a credit line over 10,000 they should be transferred to Retention and advised a specialist can help them further

• When the cardmember is asking to close the account or for a product upgrade/downgrade and the workflow prompts it. Advise the cardmember they will be transferred to a specialist to help them further

• When the cardmember is asking to close the account or for a product upgrade/downgrade make a decision if this is an account worth keeping. Advise the cardmember that Retention will likely have offers available.

• When the cardmember is asking to close the account or for a product upgrage/downgrade and the workflow prompts it. Advise the cardmember that Retention typically has good offers available

• A and D

When is it important to advise the cardmember of self service options?

• You should offer self-service on every call

• Only offer self-service on balance transfer and payment calls

• If the request the primary cardmember has, can also be done on the website, then self-service should be offered

• Only when the primary cardmember has questions about the website

• A and D

If a cardmember asks for the late fee and interest to be waived what do you need to confirm on the account before you can waive both?

• If the customer is really angry you can always waive the fee

• You can only waive the late fee never waive the interest

• If the customer has paid in full over the past few months and the account qualifies for a late fee reversal, then both can be waived with manager approval and notation on the account

• If the account qualifies for reversal and the customer is upset, then you can waive both

• A and B

An account has a balance of $1000 on a Balance Transfer at 0% and a balance of $1000 on a deferred interest promotion at 22.99%. If on the expiration date the cardmember has a balance of $1 remaining on each promotion how does the process of applying interest differ?

• It will not differ, both promotions were for the same amount and were paid off almost in full. Both will be charged interest for the $1 remaining only.

• The $1 remaining on the Balance transfer will start accruing interest the day the promotion expires at the go to rate. On the deferred interest promotion the account will be charged all of the interest assessed during the length of the promotion on the cycle date after the promotion ends

• Since there is only $1 remaining the amount of interest charged will likely be small for either promotion and could be waived if the cardmember requests it

• There would be no interest for the Balance Transfer and the deferred interest promotion would be assessed interest for $1 a day since the beginning of the promotion

• A and D

The cardmember calls in on their vacation, very upset that their card is not working. After running the PAV workflow you see a hold on the account, after removing the hold you advise that the card should be working now. The cardmember still seems annoyed what should you do next?

• Run the Digital Assistance Workflow

• Provide empathy for the difficulty the cardmember experienced. Run the travel notification workflow and create a new complaint case for the customers frustration

• Check to see if they have any Balance Transfer offers available

• There would be no interest for the Balance Transfer and the deferred interest promotion would be assessed interest for $1 a day since the beginning of the promotion

• A and C

When should the Travel Notification workflow be used?

• When the cardmember advises that they will be traveling outside their normal spending area.

• When the cardmember is getting ready to make a large purchase on the account

• When the cardmember is in the US trying to make a purchase online with a foreign company and the charge is not going through

• When the cardmember calls in about a PAV due to a purchase made while they are travelling and this is the start of their trip

• A, C and D

If a cardmember loses their card, what options does the cardmember have?

• If a cardmember misplaces their card in their home or car and wishes for more time to look for the card, place a hold on the account

• If a cardmember loses their card and doesn’t want to deal with the inconvenience of updating their automatic billing, do nothing.

• Cancel the card and send a new card to the address on file or to an alternate address if the Primary cardmember is requesting.

• Process a card replacement with the same card number using the card request work flow

• A and C

When running the Account Closure WF what two options will the WF give you?

• Close Account, Transfer to Retention

• Close Account, Transfer to Resolution

• Close Account, Transfer to Credit

• Close Account, Transfer to Fraud

• C and D