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What information out of the three listed below can we provide after completing second level?
- User ID for log in
-DOD
-Mother Maiden Name
User Id for log in!
Link'd article -Releasing Information Procedure
****work around 86 on the list *****
What is the proper way to quote the FDIC coverage?
Discover bank is a member of the FDIC , Your funds are insured for up to 250000 per depositor, for each account ownership category
**** always provide website and phone number***
www.fdic.gov & 8772753342
What does H.E.R.O stand for?
Helpful, energetic , Resourceful , and ownership!
What are the daily POS debit limits for account under and above 90 days?
Under 90 days is 2500.00
existing accounts is 5000.000
Link'd article -debit card maintenance procedure
If an application falls into "App Saved" status what steps and resources must we take for verification?
-Search in Finacle with App ID
-Open application in Atlas under App Saved and skip to customer verification.
Complete Name, Dob, SSN, MMN verification before acknowledging that there is an application on file.
Link'd article- application fall out procedure
When a customers debit card is locked in Vantiv and OOB verification is not available? What steps for verification must you take?
Transfer to BFU
Link'd article- Debit Card Maintenance Procedure
what time frames do we provide our customers for a debit card order?
7-10 business days
link'd article
Debit Card Maintenance Procedure/ service level time frames
Discover bank will guarantee same day processing for a wire if it is requested and verified by what time frames during the day?
1 pm mountain time and 3 pm eastern.
Link'd article - Outbound wire transfer procedure
In the Atlas Know Me screen when potential customers information populates with Caller ID what is the is the proper call opening?
"Thank you for calling Discover Bank. This is <<NAME>> in <<LOCATION>>. May I have your first and last name, please?"
Link'd article - Consumer bank call openings and closing examples
When potential customers profile auto populates in atlas but only inquiring about MCD limits.
Are notations required if no verification was made?
Yes notes are required /as well as verification status even if declined.
To place a official stop payment on an a official check what resource do we use to complete the request?
sharepoint order form
link'd article -Official Check Stop Payment Procedure
work around 30***
for a cd renewal with a term change however has no money movement is 2nd level required?
no only if money is being moved.
Link'd article CD renewal & maintenance procedure
When updating beneficiary information is 2nd level verification required?
No! you may update with first level verification
Link'd article
Beneficiary Maintenance Procedure
Customer called in to update address on file before completing request agent provides address on file, What error did the agent make?
Agent verbally provided address on profile, instead of asking the customer to confirm the address we will be removing on file.
****leads to defect***
Link'd article releasing information procedure
How long does it take for cashback earnings to be credited to a customers account after redeeming?
1 business day
linked article - service level time frames
potential JO calls in ,who hasn't yet been added to carries checking account with us .
He's requesting to check the status of his application and provides carries account number however Carrie is not one the line.
are we required to update the last date of contact?
Do not update LDOC for contact with third parties, new account owners/relationships who have not been officially added to the account yet (e.g. paperwork pending), or beneficiaries/successors whose identity information has not been verified yet.
Link'd article -Updating and Correcting LDOC Procedure
What is a proper way to quote MM , OSA , AND CD rates all in 2 sentences as shows on our rate reference sheets.
All rates quoted today are quoted in anual
Percentage yields and are as of today's dates our money markets and online savings account have variable rates that are subject to change daily.
Link'd article - Rates (discover bank)
Customer called in advised received a blank checkbook order and expressed he was very unhappy with our service and it was very unprofessional from discover. After agent corrected error customer advised he was thankful.
Would this be tracked as a complaint or feedback
Complaint! at the time of the call the costumer stated it was unprofessional of us and he was unhappy when he got his order.
link'd article
CB Consumer Feedback/Complaint Handling and Tracking Procedure
What times frames do we provide for Ad-hoc requests?
5-7 bd!
Link'd article - Service level time frames
what times frames are we required to wait for OFAC app fall out?
2-3 business days
link'd article service level times frames.