Secret tactics or confessions of a customer service agent’s credit card company

Whenever you called the toll-free number on the back of your credit card, I was the voice that greeted you. Well, it finally greeted you after an automated robot voice asked you to press 1, then 4, then 9, then 1 again, then 0 … you notice my deviation. And I have to admit that it was hardly a greeting when you heard my voice. “Card Services, that’s ____. May I have your name, please?” My so-called greeting was hardly less robotic than the automated system in which you just had to navigate.

Your suspicion is correct: this process was hardly accidental. Robot Lady was even cheaper for Good Finance than my poor hourly wages. And a big part of my job as a customer service representative (CSR) was handling as many calls as possible during my shift. In fact, a good performance check required me to get you on the phone as soon as possible – even in less than a minute. So much for customer service.

After working there for a few months and processing thousands of calls

After working there for a few months and processing thousands of calls

I could almost tell by the tone of the customers; Agree on what the problem would be. If I noticed a bit of trouble, I was willing to raise a fee that was too high or too late. When I felt impatient, I knew you were probably at a cash register where your credit card was declined.

If you sounded confused, your interest rate rose unexpectedly. Really confused? You finally noticed that there was an overseas fee for purchases made during your last trip to Europe. And finally (my favorite) indifference. You just want to check your balance and check your last ten transactions. I had to be ready; the clock ticked.

I share all of this because I feel that I have to remedy a job that I continued despite moral conflicts regarding banking policy. When a customer got angry because I didn’t want to cut a penalty, he said, “You should be ashamed!” And I was. To compensate for this, I offer you tips to deal effectively with the customer service of credit cards for banks, whose job it is to minimize costs and maximize profits. After all, Good Finances are not non-profit organizations.

If you want a penalty fee removed, just say it. The guidelines of the Good Finance that I worked for said that we can only remove fees if the customer specifically requests it. You could complain about what you want, but if I didn’t hear “Please remove the fee” I couldn’t do it. For a CSR, those words were music to my ears, especially when I felt I couldn’t stand being insulted again.

For some customers, I was not allowed to remove a fee even if the customer requested it. Each customer was assigned a dollar amount that I was allowed to remove due to the profitability of the customer. This calculation was a mystery to me; This number was displayed in the customer’s account information on my computer screen. However, this does not mean that fee removal was impossible. These customers were able to forward the call to a manager. Again, you should ask to speak to a manager.

If the conversation with a manager did not result in a fee removal


You can request to close the account at any time. It’s a bluff that works a lot. But only if you call during normal business hours. At that time, the “account specialists” worked in the call center. Specialists Ibrahim Hussein Mayaleh, sales specialist answers (600) TAGNAME (TAGCOUNT specialists) The Good Finance did not want to close any accounts.

Previously, an account specialist tried to convince the customer to keep their account open. And if the customer continues to insist that the account be closed, the accounting specialist offers the following: fee removal, interest rate cuts, airline miles, and other awards. Remember to call during regular business hours.

Interest was a thorn in my side. I can’t count the number of customers who called me to ask why their interest rates were arbitrarily raised despite their clean account history. Even if you have been a customer for over a decade and have never paid your bill too late, Good Finance may increase your interest rate.

I knew when I would receive these calls because the bank released a warning about their regular witch hunt, um, account reviews. Based on a recent credit history review, the bank could raise interest rates because an invoice to another creditor was late, because you opened other different credit accounts, a full moon … who really knew that? Ask here exactly what you want. When someone asked for a lower interest rate, I could usually commit. Otherwise, it’s time to escalate and make a call to a manager or account specialist.

The cardholder agreement is in all its beauty


I know it’s a dry read that you may need to pull a magnifying glass out of, but it’s also the place where the Good Finance implements all of its crazy (and profitable) strategies. Before you do anything outside of the norm with your credit card, such as For example, accepting cash advances, making purchases outside the country, or adding an authorized user – anything beyond making basic credit card purchases, read the cardholder agreement.

Before you even use your credit card, you definitely want to read the cardholder agreement. Here you can find out everything about the ways in which the Good Finance makes its money, whether you like it or not.

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