Amex Identification and Dunning Process

Last updated: March 11, 2019
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Identification Questions

Contact TypeAmex and NCI Verified NumbersNon-Verified Numbers
Basic card member (“BCM”)Verification – First and Last Name onlyVerification for BCM / Spouse
BCM’s First and Last name AND BCM / Spouse provides any one additional form of ID in the following order:
1. Last 4 digits of the Social Security Number for the BCM
OR
2. BCM’s year of birth

Note: – For Business (OPEN) accounts if the employee is also a spouse, then the employee status will take the precedence. Collectors proceed with the Account Manager identification procedure.
SpouseVerification – BCM’s First and Last Name only (Before verification a collector follows the spouse approved question – Refer to Spousal questions mentioned after the table)
(After verification and Mini Miranda collector provides the personal liability disclosure – refer to the table of Disclosures)
Additional / Supplementary card member (“Supp”)

Note: If Additional is also identified as Spouse (nonrestricted state) follow Spouse steps
Verification – First and Last Name of Supp (After verification and Mini Miranda collector provides the personal liability disclosure – Refer to the table of Disclosures)Verification for SUPP First and Last name of Supp AND Supp provides any one additional form of ID in the following order:
1. Last 4 digits of the Social Security Number for the BCM
OR
2. BCM’s year of birth
OR
3. Business phone number (only applicable on Business and Corporate accounts)
Authorized 3rd party (“RC”) / Guardian / ConservatorVerification – First and Last Name of Authorized 3rd Party / Guardian / Conservator (After verification & Mini Miranda collector provides the personal liability disclosure – Refer to the table of Disclosures)Verification for Authorized 3rd Party – First and Last name of RC AND the RC provides any one additional form of ID in the following order:
1. Last 4 digits of the Social Security Number for the BCM
OR
2. BCM’s year of birth
OR
3. Business phone number (only applicable on Business and Corporate accounts)
Account Manager or equivalent (OPEN Accounts only)Verification – First and Last Name of the Account Manager (only when the Account Manager first and last name is listed on the account)If the Account manager name is not listed on the account, identify the Account Manager or an equivalent by asking the following questions:

Do you have knowledge of the American Express business account for (Business Name)?

If ‘Yes’, then asks permission
Is it appropriate to discuss this account with you?

If ‘Yes’ then captures their first and last name on the account.

Dunning Procedures

A collector uses the following table to determine the dunning steps based on the
contact type and their request.

Contact typeDunning requirements
BCMStandard dunning procedure
Spouse (non-restricted state) (Consumer Accounts Only)– A collector cannot solicit a payment or ask basic card members intent to pay however if spouse volunteers, may take the payment – Do not state or imply personal responsibility for payment however if the spouse volunteers a payment, agency representative may take the payment – Treatment tools / Settlement – proactive offer restricted: Collector can inform the spouse that we have options available to resolve account however need to discuss with Basic card member / Authorized third party (BCM authorization)
Additional Card Member, (not listed as Authorized Third Party, not a spouse) Note: If Additional is also identified as Spouse (non-restricted state) follow Spouse steps– A collector cannot solicit a payment or ask basic card members intent to pay however if additional volunteers, may take the payment – Do not state or imply personal responsibility for payment however if the additional volunteers a payment, agency representative may take the payment – Treatment tools / Settlement – proactive offer restricted: Collector can inform the Supp that we have options available to resolve account however need to discuss with Basic card member / Authorized third party (BCM authorization)
Spouse (restricted state) or other third party (not listed as Authorized Third Party)Do not initiate a dunning discussion.
Authorized Third Party – Attorney/ Power of Attorney/ Guardian/ Conservator– Advise the reason for the call – Do not state or imply personal responsibility for payment
Account Manager – OPEN account– Advise the reason for the call – Do not state or imply personal responsibility for payment – Treatment tools / Settlement – proactive offer restricted: Collector can inform the Account Manager that we have options available to resolve account however need to discuss with Basic card member / Authorized third party (BCM authorization)

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