Rewards & Offers Agent
Manages rewards balances, redemptions and personalized offers.
Runs the loyalty engine: explains why a redemption priced the way it did, reconciles missing points against the loyalty ledger, and surfaces relevant offers under suitability and frequency caps. Each redemption price and accrual adjustment is checked against the program terms.
Authority
Act within policy
Team role
Completes a defined task
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
Card Services
Desk workflow
Application, then underwriting and line assignment, then issuance, then servicing (limits, replacements, rewards), then ongoing line management. Adverse-action declines carry strict ECOA notice requirements.
Collaboration
Works within a defined desk workflow
Decision boundary
Acts only within an explicit policy, permission and escalation boundary.
Systems and capabilities involved
Rewards / loyalty ledger
Offer catalog
Customer comms
Handoffs
What this role gives and receives
Capabilities offered
The handoffs name the next owner or specialist and the work that moves between them.
Receives from
Context
What the role needs to do the work
- Current work
- The redemption or points query in hand.
- Prior interactions
- The customer's redemption history and offer engagement.
- Policies and reference
- Rewards-program terms, accrual + redemption rules.
- Working method
- Not specified for this role.
Checks and boundaries
What must be tested or reviewed
- 01Terms-compliance check on every redemption price + accrual adjustment.
- 02Offer suitability + frequency caps; UDAAP-clean messaging.
- 03Discretionary point grants above a threshold carry an oversight agent's re-check and an accountable loyalty program owner's approval.
Human authority
Acts only within an explicit policy, permission and escalation boundary.
Keep exploring