**CSU/CSE**

Cards/Auths

100

When a CM has an extended fraud alert and calls to request a replacement card, WHAT phone number must they call from?

The CM must call from the number given to the Credit Bureau and does NOT have to be listed in Orion as a Home/Work/Cell number. 

200

What is the memo that allows us to bypass the normal procedure of resending a welcome kit and, instead, overnight a first card replacement?

Accounts that were approved for instant credit and can be confirmed by memos: "Digital ffk sent and acknowledged"

300

How much is the fee we charge when an account balance goes over the credit limit? 

NOOOOO Fee! (This trick question is courtesy of Tucker! lol)

400

Merchant timeframes to issue credit from the date of the cancelled sale or return. 

-Non-Recurring transaction is ___ days

-Recurring transaction is ___ days

Non-Recurring transaction- 10 days

Recurring transaction- 15 days

500

CM wants to know why we are declining their transaction. You view the authorization and see that it was approved and then credited back, all within 1-2 mins, how would you explain this?

• A reversals means the merchant reversed the authorization (cancelled the sale/reversed the charge).
• A reversal does not mean the sale was declined. 
• The amount of the authorization hold is immediately credited back on the customer’s account the same day (available credit) if the merchant processes the request accurately.

Payments

100

How many times will our system retry a payment if it gets returned due to NSF?

2

200

 A new Discover account may not be enrolled in Direct Pay until when? 

..until the cycle date in the calendar month after the open date has passed.

300

When can an SCM cancel DirectPay enrollment?

• The SCM may cancel the DirectPay enrollment as long as they provide the bank name and last 4 of the bank account number. This information is required to show the SCM has some ownership or awareness of the enrollment and bank account

400

What criteria must be met for Discover to resubmit a payment to a cm's bank account?

Discover will resubmit the payment to the bank if the return reason is R01-Non-sufficient Funds or R09-Uncollected funds, and the payment amount is less than $2,500.00 (and greater than $5.00).

500

What is the maximum amount someone can pay on their Discover card account?

• If agent selects ‘Other’ payment amount and if the current account balance is:
  • Less than $100 - Total payment cannot exceed 200% of the account balance owed
  • $100 or more - Total payment cannot exceed 110% of the account balance owed.

Rewards

100

These 2 types of rewards calls are never handled by CSE and always transferred to ACT 

Miles & Chrome

200

When discussing redemption options for rewards, we are required to ensure the customer is aware of ______. 

That there are many/several redemption options available to them

300

Due to fraud concerns, Customers can do ____ electronic deposit redemption(s) per day 

One

400

Does the customer have to re-enroll in the quarter's 5% CBB offer after completing a lost/stolen on the account?

No. The 5% enrollment will automatically carry over to the new account. 

500

How many times can a gift card be reissued when not received? 

• Each gift card redemption can only be reissued once. Gift card only, no reissues for eCerts.

APR/Statements

100

When submitting a queue for interest (or even late) fee removal, and the fee is not yet applied to the account, what date should the queue be delivered?

The queue should be set for delivery one day after the cycle date anytime the fee has not been applied. 

200

What is the procedure for removing a minimum interest fee charge of $0.50? 

• Click Adjustments from the ORION tool bar.
• Double click Miscellaneous.
• Double click Credits.
• Click Interest charge refund.
• Click Next.
• Got to the next step. 

300

Cm recently lost their job and is asking for their interest fee charge to be waived, is that an acceptable override reason? 

Job loss is not an acceptable override reason to submit a queue for interest fee removal. However, it is listed as an acceptable override reason for late fee removal in the "Monetary Adjustment (LATE FEE Strategy) Procedure" Linkd doc. 

400

!!!DAILY DOUBLE!!!!

How long back can a CM access their statements when receiving a paper statement? And paperless? 

Customers who are registered for the Account Center they can view or print the last 24 months of statements (up to 7 years for Consumer Paperless Statement customers) on the Account Center.

500

We just informed a cm of their promotional APR of 0%, what else are we also required to advise?

• For Promotional (Promo) APR, when customer asks for APR and account is currently under a promotional APR, the customer must be informed of the Purchase APR AND the Promo APR, including when the promotion expires.

Other

100

When a caller asks if we can remove a fee (late/interest), the first place we check is..

f3-Statements to see if it is system recommended.

200

True or False...We should offer to memo the account when a customer calls to inform us of an upcoming large purchase

False- Do NOT pro-actively offer to memo the account of a large purchase, it may give the impression that a security hold will not occur.  Instead do the following:

• Thank the customer for letting us know of their upcoming purchase
• Let the customer know this may not prevent a security hold and as a security precaution Fraud Prevention may still want to verify the purchase
•  Ask the customer what’s the best number to reach them at in case Fraud Prevention needs to verify the purchase (update the phone number accordingly). 

300

CSE can DELETE a balance transfer, but only the BT department can ____ a bt.

We can Delete a balance transfer, but only the BT department can Change/Correct a bt.

400

Give one example of when we CAN release the full account number to a cm?

• See "Release of Account Information Procedures" doc in Link'd :)

500

What should we do when we receive a call with unusual activity and behavior?

Complete the UAR (Unusual Account Referral Form)