Knowledge base » Other » FIS - Fast Track - How to Answer the Phone
FIS - Fast Track - How to Answer the Phone
Upon first calling, the member will receive the automated message:
"Thank you for calling Fast Track Rewards one of our agents will be with you in a moment."
Answering the Phone:
"Thank you for calling FastTrack Rewards may I please have your participant ID?"
If they do not have their participant ID, please ask "May I have the first and last 4 digits of your credit card number?" When entering the first 4/last 4 of the credit card number insert an * between the two. For example: 1234*5678
Validation:
The agents may ask for the participant's ID or first and last four digits of credit card number. The cardholder must validate their name and address. Only the cardholder or spouse can place a redemption. As long as the spouse can validate, he/she can redeem.
Who Can Receive Account Information:
Anyone who can correctly validate the account demographics my receive account info and submit receipt adjustments.
Closing the Call:
"Thank you for calling FastTrack Rewards have a great day."
Please respond to the following frequently asked customer questions accordingly:
Customer: Where are you located?
Your Response: Our rewards program headquarters is located in Oakbrook Terrace, Illinois.
*This answer matches the return address they see on all of their program mailings.
"Thank you for calling Fast Track Rewards one of our agents will be with you in a moment."
Answering the Phone:
"Thank you for calling FastTrack Rewards may I please have your participant ID?"
If they do not have their participant ID, please ask "May I have the first and last 4 digits of your credit card number?" When entering the first 4/last 4 of the credit card number insert an * between the two. For example: 1234*5678
Validation:
The agents may ask for the participant's ID or first and last four digits of credit card number. The cardholder must validate their name and address. Only the cardholder or spouse can place a redemption. As long as the spouse can validate, he/she can redeem.
Who Can Receive Account Information:
Anyone who can correctly validate the account demographics my receive account info and submit receipt adjustments.
Closing the Call:
"Thank you for calling FastTrack Rewards have a great day."
Please respond to the following frequently asked customer questions accordingly:
Customer: Where are you located?
Your Response: Our rewards program headquarters is located in Oakbrook Terrace, Illinois.
*This answer matches the return address they see on all of their program mailings.
