CIBC Costco Mastercard

Information Banner for Migrated Clients:

The Challenge: 

There was confusion among Capital One Costco Mastercard clients whose accounts had been transferred to CIBC in March 2022. They didn't know what this change meant for their cash-back balances, automatic payments, online banking capabilities, etc. Calls to CIBC's Contact Centre spiked as a result and very few people could reach a customer service representative to get the help they needed.

The Solution: 

The bank's Digital team implemented the banner pictured in the preceding screenshot as a hotfix in March 2022. The Your CIBC Costco Mastercard questions answered anchor link took clients to an FAQ page where they could see answers to common questions like, "When will I get my new CIBC Costco Mastercard?" and "How do I make an online payment to my new CIBC Costco Mastercard?" Visitors to cibc.com selected the anchor link 100,000 times in the first month alone and the banner helped to reduce Contact Centre call volumes.

Gift Certificate Status Messages:

The Challenge: 

CIBC wanted to notify Costco Mastercard customers about the status of their cash-back gift certificate on their account page.

The Solution: 

I wrote different messages that appear under the cash-back balance depending on the time of year and the customer's gift certificate status. For example, in the preceding screenshot with the "Open gift certificate" CTA, this is the status message that appears when the cash-back gift certificate is available and ready to be redeemed at the end of the January statement cycle. Selecting "Open gift certificate" opens a pop-up with with a digital barcode that can be scanned to redeem the gift certificate at a Costco warehouse. The pop-up also gives the user the option of printing a paper copy of the gift certificate. Once the customer redeems their gift certificate, they see the status message with the checkmark symbol in the other preceding screenshot.

Gift Certificate Email:

The Challenge: 

CIBC wanted to give Costco Mastercard clients a heads up in November 2022 that their Costco cash-back gift certificate would soon be available with their January credit card statement.

The Solution: 

I wrote email copy that outlined when and where clients could access their cash-back gift certificate. To preempt calls to CIBC's Contact Centre from former Capital One clients, I also specified that any cash-back rewards accumulated with Capital One would be included in the CIBC-issued gift certificate.

Costco Mastercard Tile:

The Challenge: 

After signing on to their CIBC online account, clients can explore all the bank's financial products. To appeal to prospective clients, CIBC wanted to create a new Costco Mastercard tile that appears in the "Credit Cards" category. 

 The Solution: 

After receiving information from subject matter experts about the card's annual fee, interest rates, and primary features and benefits, I drafted the body text for the tile. The tile content went through the standard approval process and received signoffs from business stakeholders and legal and compliance teams. The tile went live in March 2022 as part of CIBC's Costco Mastercard launch, with a prominent "Apply Now" CTA encouraging clients to submit an application.

Mobile Product Page:

 The Challenge: 

After signing on to CIBC's mobile app, clients can explore all the bank's financial products. To appeal to prospective clients, CIBC wanted to create a new Costco Mastercard product page that provides a comprehensive overview of the card's many features and benefits.

 The Solution: 

Subject matter experts provided information about the card's annual fee, interest rates, and key features. Banking with CIBC also comes with several benefits that are applicable to multiple products, not just the Costco Mastercard; the SMEs provided direction on which benefits to highlight (the convenience of desktop and mobile banking, security alerts,  contactless payments, etc.). The product page's content went through the standard approval process and received signoffs from business stakeholders and legal and compliance teams. The page went live in March 2022 as part of CIBC's Costco Mastercard launch, with a prominent "Apply Now" CTA encouraging clients to submit an application.