Promotions for Tier 1 Email Support

SCOPE: Tier 1 Email Agents working on tickets related to Betterment Promotions or Rewards are responsible for:

• Evaluating if the customer qualifies or does not qualify for the promotion

• Sending the “Customer Does Not Qualify” macro if they do not qualify

• Explaining any outstanding reasons the promo has not activated for them (i.e.: “You did click to enroll in the promo, but you haven’t yet made the qualifying deposit to earn the reward.“)

• Identifying and putting on a list any customers who do qualify for a promo, but need to have the reward manually added by a SME/Member of the Tier2 team.

Here's how to handle Promo/Reward tickets:

• Identify the Promotion: 

  • See the list below for details about current offers– you will need to reference the guidelines for the specific promotion, so make sure you identify it correctly!

• Identify if the customer has received the offer from Betterment

  • Check Rewards tab in DR

  • Check Emails tab in DR

  • Perform in and check the Reward Center in their account

• If the customer has received the offer (i.e.: you locate the offer in their account) determine if the customer fulfilled the terms to trigger the reward

  • Check deposit activity- most promos require at least $10 deposit to qualify, but some tiered offers require more.

  • Deposits need to settle to qualify– if it has been more than two business days since the deposit, we may need to manually apply the promo, but if it’s within 2 business days of the deposit, the client should wait.

• Identify any other promotions that might conflict with the one they’re asking about

  • Does the client have promos, boosts, or offers currently active on their account? Many promos cannot “stack” on top of each other, which means they may not be eligible to receive the second offer– see below for limitations on specific promos.

  • If a customer currently has a rate boost applied to their account, our system is not able to add a second one.

  • If they currently have a boost applied to their account, and qualify for a second offer that does allow stacking (i.e.: they have a new customer rate boost, and also qualify for a friend referral rate boost), they would need to contact us when the current boost ends so we can manually apply the friend referral at that time.

✅ If the client qualified for the promo, completed the required steps, and it has been at least 2 business days since the qualifying deposit, and the boost/ reward has not been added to the account, add their information to this list and a SME/Lead/Tier 2 team member will add the promo to their account within a business day.

❌ If the client does NOT qualify for a promotion:

• If they did not receive the offer from Betterment, or they did not fulfill the terms (i.e.: failed to deposit the qualifying amount within the required timeline), send the macro Betterment :: Rewards & promotions :: Customer does not qualify

🐛Is the customer experiencing a technical problem (i.e.: a bug) when trying to enroll in an offer? 

• Bug investigation should be flagged to Tier 2!

  • Example issues: 

• Was the client enrolled in an offer without clicking the “enroll” button? (i.e.: the customer doesn’t want to “start the clock” to make a qualifying deposit immediately)

• Is the customer getting an error or broken link from any of the emails we send them?

Note: If a customer escalates after being denied a promotion, pass to Tier 2.

The Core Principle: Skill First: 

Our approach is straightforward and places trust in your training.

We train for skill. Once you are trained on a topic, you are expected to assist any customer with that issue. For agents handling multiple channels, this applies regardless of whether the conversation comes from chat, email, or another source.

This means your knowledge of a subject is the deciding factor in handling a case, not the channel on which the customer contacted us.

Always Consult Before Resolving a Promotion Inquiry for a High Networth Customer

Our motto is to provide every customer with the best experience possible. For our  High Networth  customers, this involves a crucial consultation step to ensure our approach is strategic, consistent, and meets the highest standards of service.

Guideline: When handling any promotion inquiry or troubleshooting issue for a High-Net-Worth (HNW) customer, you must always consult with your team lead before providing a final resolution.

This means you should fully investigate the issue but pause before communicating a final solution or next steps to the customer until you have received guidance from your lead.