Account Center
After how many attempts of the CM failing to create a user id will lock out the account center?
15
Can you adjust interest charges if the Customer feels the interest they are paying is too high or is having trouble paying down their balance?
No- Use your standard tips to pay down balance, e.g., pay more than the minimum payment due, pay more often, etc. This information can be found on the Interest Charge Adjustment recommendation screen and in the “Ways to pay down sooner” section of the Payment Allocation (Hierarchy): Base Document.
What is the fraud protection verbiage? Verbatim
You're never responsible for unauthorized purchases on your Discover Card.
On ABC what are the steps if the CM needs to speak to CMA?
Do not transfer ABC convos to CMA/Deposits/DPL/DSL. Direct the customer to call if they need assistance from one of those groups.
How many failed attempts does a CM have before being locked out of the ProtectBuy process?
They will be locked out after 6 failed attempts
What accounts are not eligible for SSO?
Joint Discover credit card accounts, Discover It Business Card accounts and Corporate accounts
What two situations is it okay to pro-actively waive any general fee?
Discover Card error
Disaster Benefits invoked
It is a defect if you got permission to speak to a third party and you go through the regular verification with the third party?
True
Is there a way that agents can get pop-up notifications or sounds?
Yes, Within FreshWorks under your Profile menu, you can change your notification settings and choose 4 different notification options, depending on what you wanted to be alerted to. You’ll want to make sure desktop notifications are enabled within Chrome in order for it to work correctly.
If a CM had an ANR, what are the steps if they want to login and they have the User ID and password from the old account?
Have them log in to Discover.com (NOT the app) with the same information
How long do pending transactions appear on the website?
5 days
What situation are you able to waive BOTH the late fee and interest charge?
If customer paid statement balance in full, BOTH the Late Fee and Interest Charge adjustment should be completed (since ‘Pay-in-Full Received Late’ is an Acceptable Override reason for both)
CM calls in for a payment inquiry, and you see their MMN is missing, are you required to update this?
No! Agents are no longer required to update missing Mother’s Maiden Name (MMN) in the verification screen. The reason for this change is because the MMN was removed from the application process in December 2018, causing many accounts to be set up without a MMN.
If a CM messages us about their APR, and accepts the promotion rate, but changes their mind and wants the reduction rate, what do you do?
Apply both to the account- Per Link'd: If the customer changes their mind after a Retention promotion or rate reduction is applied and wants a different Retention offer, leave the original offer applied to the account and apply the other offer the customer is asking for. (Note: If both a rate reduction and Promo APR were applied, the rate reduction will occur once the promo APR expires)
What are the requirements for the CM to enter the Good Grades Reward?
The customer must apply as a part-time or full-time student,
Graduation date is in the future or within the last 6 months of the application
Account is open and payments are current
GPA is 3.0 (or equivalent) or higher
Customers must register for the Account Center in order to submit their grades. Once registered the customer should be able to enter their grades.
If the CM changes their online address, and wants to complete a Lost/Stolen, or Freeze their card on the website, how many days do they have to wait to complete this process through the website?
10 days
What is the processing time frame for an adjustment to show as a credit on the account?
48 hours
What are you required to say when speaking with a new party?
This call may recorded
What are the step for after hour transfers?
Send the after hour CAN (includes informing the customer that it is outside of the department’s hour of operation, that you will be transferring them to that group and they will respond when they get in. Also, inform the customer of the group’s hours of operation, along with the phone number if they wish to call.)
- Click on the “Resolve” drop down and select “do not auto-resolve”.
-Assign to the AFTER HOURS for the department you are transferring to
How does a CM opt out of SSN/New Account Alerts?
1. Access www.discover.com
2. Log into account
3. Click Search (top right corner)
4. Type Stop Alerts
5. Click the Deactivate Social Security and New Account Alerts link
6. Click Yes, Deactivate Alert
Cm is trying to access their account on their app, and is receiving the message "Some of our app features are unavailable at this time" what do you do?
The customer will need to access the app at another time, moving locations or switching from their cellular data to Wi-Fi and vice versa.
How many late fee/interest charge adjustments are allowed in a 12 month period?
3
What redemption options can you help with on Apple Business Chat?
None, we are not able to assist with that.
What should you do if someone is using inappropriate language in FreshChat?
1. Attempt to defuse the situation and redirect conversation towards the reason for their inquiry.
2. Ask the customer to stop the behavior.
3. If the behavior does not change, use predefined content to explain why the conversation is being ended, then transfer the conversation to the “CSE Messaging Inappropriate Convo”.
4. Provide the transcript to the manager on duty to determine if additional action should be taken.
What do you do if a CM stated they have a Subpoena, and they need information online to complete their request?
Connect call to the Subpoena Specialty Team.