Answer the member's question from one screen, with every point accounted for
The Member Care Portal is the customer-service interface of the ReactorCX enterprise loyalty platform. It gives agents a 360-degree member view, drill-down history to every point earned or burned, controlled account adjustments with a full audit trail, and tier benefit management, so most member questions are answered from a single page and every correction is traceable.
Member
360° view · sample member
Balance
Every point accounted forearn, burn, expiry, lineageTier
Goldrenews on activityLast activity
Earn at the pumpbonus applied · 2 min agoOpen request
Missing creditwithin adjustment limitAdjustment · ready for the agent
- Credit the missed earn · reason code recorded · within limit
- Privacy mode: tokenized identifier · no PII on the agent screen
Every adjustment logged with who, why and the limit it sat inside
Instant 360-degree member view
Designed to answer most member questions from a single dashboard page, while allowing drill-down into further detail as necessary.
- Locate members by name, email, phone number, loyalty ID or any attribute in the program.
- View account details, status and tier levels across multiple tier systems.
- Check multi-currency vested and unvested balances.
- Quick tags for co-branded credit card, veteran status, and risks such as fraud.
- Review account notes and upcoming expirations.
Drill down to understand earn and burn in detail
Seeing earn, burn, vesting and other transfers of value in precise detail allows quick resolution to inquiries and lets employees decide how and when to appease a member.
- Detailed transaction history with a clear distinction between promotional and base earn.
- Drill down to every point earned or burned; search history for a specific interaction.
- Per-transaction tags for side-effects such as thresholds crossed or tiers earned.
- Streak and challenge progress and cool-off periods.
- Export to Excel for further analysis.
A member gets in touch
A call, a chat or an email about a balance, a missing credit or a tier that looks wrong.
The whole member, at once
Profile, balances, tiers, every activity and the rule that produced it, on one screen.
Fixed inside limits
The agent adjusts, credits or reverses within the limits the program sets, without raising a ticket.
Written to the same ledger
The correction is an activity like any other, with its reason, its author and its audit trail.
Adjust accounts and process missing credit, inside limits
- Process transactions retroactively to capture missing credit.
- Apply direct balance and tier adjustments; place coupons and rewards directly in a member's wallet.
- Cancel transactions, reverting all of their effects automatically.
- Enroll members in the program or specific promotions; merge, unmerge, link and unlink accounts.
- Limit employee adjustments through ReactorCX limits and controls; every action lands in the audit trail.
Manage benefits with confidence
- View the benefits wallet and adjust benefits when needed.
- Redeem benefits on behalf of members; fulfill externally or track fulfillment.
- Revert accidental redemptions and reinstate expired benefits.
| Agent action | What the ledger records |
|---|---|
| Balance adjustment | Amount, currency, sub-balance, agent, approval, reason, timestamp |
| Retroactive credit | Original transaction, rules re-evaluated, points issued with source lineage |
| Cancellation | Every downstream effect reversed and logged: points, tier progress, rewards, events |
Agent corrections flow through the same lineage finance reconciles against. Financial integrity
Member Care Support: answers on the call
Call center teams get answers grounded in the member's actual program record, without escalating, querying a database, or waiting. The team asks in plain language. The member gets an answer on the call. Debug and Trace follows the full transaction path when a member did not receive points or a promotion did not fire, and says what to fix.
Privacy modes for service teams
ReactorCX supports two privacy modes: PII stored inside the platform with full data-subject-rights support (access, deletion, rectification, restriction of processing, portability), or tokenized identifiers with PII held in a client-controlled system. MGM Resorts operates ReactorCX with membership numbers only; no PII is stored in the loyalty platform.
Frequently asked questions
What can a customer service agent see in the Member Care Portal?
A single dashboard with account details and status, tier levels across multiple tier systems, multi-currency vested and unvested balances, quick tags such as co-branded card or fraud risk, account notes, upcoming expirations, and drill-down transaction history to every point earned or burned.
How are agent adjustments controlled?
Adjustments, retroactive credit, coupon placement, cancellations, enrollments and account merges are all governed by ReactorCX limits and controls, and every action is logged in the audit trail with who did what and when.
Does the portal support tier benefits?
Yes. Agents can view the benefits wallet, adjust benefits, redeem benefits on behalf of members, revert accidental redemptions, reinstate expired benefits and track external fulfillment.
Related: Financial integrity · Safe migration · Documentation
See a member inquiry resolved end to end.
From search to drill-down to a controlled adjustment, with the audit entry it leaves behind.