Misposted Payment
This occurs when a customer requests a payment moved from their account to another account
What is a misposted payment?
To prevent charges, this is the vital action a customer must take before a bank or issuer will process a formal Stop Payment
What is attempting to cancel the recurring billing directly with the merchant?
Once a dispute case is initiated, this is the internal system where the case can be located
What is DCDS?
This is considered an acceptable reason to NOT initiate a dispute case on a recurring transaction
What is the merchant not being given 15 calendar days from the date of cancellation or return of merchandise to allow sufficient time for the credit to post?
Fill in the blank to this company philosophy:
"We ____ by treating our customer how we want to be treated."
What is Relate?
Legally and operationally, this is the daily time window (Monday-Sunday) during which outbound calls can be made to a customer.
What is 8 AM TO 9 PM?
Either of these (2) specific account holders have the legal authority to request that a payment be moved from their account
What are the PCM and SCM
To properly apply a Stop Payment to a recurring charge, the merchant number provided must be this exact length
What is 15 digits long?
This specific Orion utility is a go-to resource for agents attempting to track down historical transactions from a recurring merchant
What is the Orion Search Transaction Tool?
When requesting to dispute multiple transactions from the exact same merchant, the customer must explicitly provide this information first
What are the specific transactions they wish to dispute?
Fill in the blank to this service standard:
"We understand the customer's needs by being attentive, reviewing details and ____"
What is asking questions?
This exact verbatim disclosure must be stated immediately to any new person who joins an active call at any point.
What is “This call may be monitored and recorded”?
This is the exact procedure required when a customer wants to dispute a payment made on a new account before its very first cycle date
What is explaining that a dispute cannot be initiated until the account cycles, providing the cycle date, and advising the customer to call back if the payment hasn’t posted by the date?
When initiating a Stop Payment within the system, this specific item must be selected by the agent
What is the most recent transaction (on the Orion Statement screen or Post-statement summary screen)?
Immediately after identifying and location the transaction in question, this is the critical next step and agent must take, before taking any system action
What is asking probing questions to understand the customer’s concern?
If a transaction is not appearing under the current card number, an agent should check this alternative source next
What are the account statements on the customer’s former card numbers?
This specific TRUST behavior is being displayed when an agent shows confidence, explains things in a simple way and remains completely open with the customer
What is being transparent?
To ensure processing compliance, payment must be successfully posted to the account for this exact number of business days before an agent can submit a request for a credit balance refund
What are 3 days?
Because Discover does not move credit balances between accounts, agent must refer to this specific procedure if a customer wants that overpayment sent back to them
What is the Credit Balance Refunds CSE Procedure?
This is the recommended resolution or explanation an agent must provide to a customer if a "Stop Pay" button is not enabled in the system
What is explaining that we are unable to prevent the merchant from submitting new charges, but if they have already unsuccessfully attempted to cancel with the merchant, we can initiate a dispute?
This specific protocol should be referenced immediately if an agent receives an unexpected error message with DCDS while initiating a dispute case
What is the DCDS Error Message Procedure-Billing Disputes?
This exact (3 step) procedure must be followed when a customer calls to initiate a dispute case but the transaction is still in a pending status
Answers are: What is
1.Advising the customer that we cannot initiate a dispute until the transaction officially posts to the account,
2. Advising that once it posts, they can initiate a dispute and providing the different available channels (e.g., account center, mail and
3. Encouraging the customer to contact the merchant directly?
This dedicated section of DLIFT is where employees can find and review the complete set of TRUST behaviors
What is the TRUST Hub - Home?
To comply with strict regulations regarding FICO and credit scores, an agent must NEVER engage in any of these actions during a conversation
Answer: What are:
Giving opinions,
Giving advice,
Assuming or speculating why a score might have changed,
Explaining what impacts a score,
Or providing advice on how to improve the score?
To comply with the Orion alert Authorized Users and Third Parties, agents must review these (3) specific criteria before moving any payment
What are:
Confirming the PCM or SCM is on the line (or has given specific permission)
Verifying the payment has not previously moved by checking the F12 Memo Tab
Confirming the exact amount to be adjusted to the customer?
This is the specific advice an agent must provide if a customer wants to modify an existing arrangement but the Stop Pay button is completely disabled
What is advising the customer that we currently do not have the ability to edit or cancel the stop pay request, and suggesting they make other payment arrangements if they want to allow the merchant to bill?
If a customer's issue with a merchant is deemed a mere inconvenience, rather than a valid claim, an agent can use any one of these (4) suggested talking points
ANY ONE OF: What is:
Informing customers, you understand their concern.
Explaining that the customer’s agreement with the merchant was fulfilled (e.g., hotel room was provided).
Encouraging the customer to work to work directly with merchant or.
Explaining that because the merchant fulfilled their obligation and provided the goods/services, the transaction cannot be disputed despite not meeting expectations?
This specific (4 step) protocol must be followed by an agent if a customer suddenly gets disconnected while a dispute is actively being initiated.
Answer: What are:
1. Do not initiate the dispute,
2. Check if the 100461 letter has been sent,
3. Send the letter if it has not already been sent, and
4. Add detailed memos to the account?
This complete phrase fills in all (5) blanks of the core service framework:
"____ our customers and ____ their needs is what we do. How we ___, ____, and are ___ elevates the experience.
What is “Understanding our customers and solving their needs is what we do. How we tailor, relate and are transparent elevates the experience?
Even with permission from a PCM or SCM on the same call, a 3rd Party is strictly prohibited from performing these specific account actions.
(Provide 5 or more exclusions)
What are:
Adding themselves or anyone else as an authorized user,
Requesting a lower APR or receiving and incentive offer,
Doing anything related to Balance Transfers,
Request a cash Pin,
Close the account,
Anything related to DirectPay,
Request disaster benefits,
Freeze or unfreeze an account.
Do LIRs.
Change personal information (e.g., email address, phone number, DOB, SSN, etc.,
Enroll in or change any Products (e.g., Wallet Protection, Identity Theft Protection, Payment Protection). Exception: TPs can request DPP Debt Cancellation?
(Note: The primary or secondary cardmember must remain on the line for the entire process of these requests.)