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100

CM wants to change name from Robert to Bob- Are docs needed?

Name Change Consumer Card Procedure


  • We must use the legally documented name of the customer; nicknames are not allowed

  • ALL name change requests require documentation supporting the change.


100

CM is wanting to know the exp date on the bt posted on their account, where would we transfer to?

Balance Transfer (General Servicing/ Post-Book) Procedure

-Handle frontline

100

If a CM speaks Spanish and asks for a Spanish-speaking agent, and you are fluent in Spanish, can you handle the call frontline?

-Foreign Language Procedure - Frontline Agents 

  • Frontline agents who speak Spanish but are not on the Spanish servicing team, must connect the call to the Spanish team; do not attempt to handle the call.
100

What must we verify after changing an address?

-Address and Phone Number Change Consumer Card Procedure

Best Practice: Confirm the customer's email and phone number are still correct by asking if they need to update any other contact information

100

What are 4 ways a CM can make a payment to their account?

-Payment Methods and Posting Timelines Consumer Card Base Document

Internet/ Mobile, Pay-by-Phone (Agent/ IVR), DirectPay, Mailed Check/Payment

200

How many late fees can a CM have in 12 month rolling period?

Monetary Adjustment (LATE FEE Strategy) Procedure

3 in a 12 month rolling period

Exception:
If system recommendation is Yes, complete adjustment.
If customer asks to adjust multiple LFs and system recommendation is Yes on first fee, adjust first fee.
Additional/Multiple late fee requests (same call) must stay within 3 in 12 month rolling limit and have an acceptable override reason.

200

CM gets declined for code 22

-Declined Authorization Procedure

  • "22"INVALID/EXPIRED EXP DATE

Invalid CID or Expiration Date was entered.

200

 Can an AU activate the PCM card?

-Authorized User Privileges Consumer Card Base Document

AU MAY Activate/Deactivate cards for themselves or others on the account.


200

CM got payment returned back to us with code R01

-Returned/Restricted Payments and Prohibited Status

R01 - Non-sufficient funds (NSF)

200

CM is enrolled in Dpay and made manual payment on due date, Why did two payments get withdrawn from CM's bank account?

-DirectPay Consumer Card Procedure

CM needed to make payment by 5pm ET day before Dpay withdrawal date

300

What are the withdrawal amount options the CM can set up for DirectPay?

-DirectPay Consumer Card Procedure

  • Minimum Payment Due
  • Full Balance (statement balance)
  • Other (Fixed) Amount
  • Minimum Plus Fixed Amount
300

How long does it take for the CM to receive a $1225 cbr via ACH?

-Credit Balance Refunds CSE Procedure

  • Up to 14 business days in most cases BUT SOME REQUESTS MAY TAKE LONGER.
300

What is the minimum age limit for an AU to be added

-Adding Authorized Users Consumer Card Procedure

Note: The system generates a message if they are not 15 years old. 

300

CM wants 9.70 interest removed but it is not system recommended

Monetary Adjustment Interest Charge CSE Procedure

  • Complete adjustment if customer requests interest charge adjustment due to acceptable override reason.


300

If a CM is delinquent and wants to make a payment, when must we transfer?

-CMA Related/ Delinquent Account Handling CSE Procedure

35 Days or More Delinquent

400

How do you do a travel notice?

Travel Related Inquiries Procedure 

f1 - pg 2 - travel


400

CM wants late fee removed because their pet passed away

-Monetary Adjustment Late Fee CSE Procedure - Frontline Agents

  • Qualifying Extenuating Circumstance (Death of people or pets)
400

If a third party is calling in to report the CM passing away where do we transfer to?

-Deceased Customer CSE Procedure

The Deceased Account Services Team (DAS)

400

How do you remove a "get new address" flag?

-Address and Phone Number Change Procedure 

f1 - pg 2 change get new address to normal - update


400

CM has 1 balance transfers on a 0% APR, and purchases on a V24.99% rate, how will his payment be applied?

-Payment Allocation (Hierarchy) CAR/CSE Base Document

Generally, minimum payments are applied to balances with lower APRs first.  Any amount paid above the minimum payment will generally be applied to balances with higher APRs first.

500

If a CM placed a freeze on the account to block a recurring bill, will that cause it to decline?

-Freeze/Unfreeze Account Consumer Card Procedure

The freeze does NOT block/stop the following:

Transactions marked as recurring billing (even if they are new)

500

If a CM payment gets returned for non-sufficient funds will our system automatically try to pull the funds again?

-Returned/Restricted Payments and Prohibited Status Consumer Card

Discover will resubmit the payment to the bank if: 

  • Payment is less than $2,500.00 (and greater than $5.00) AND return reason is either :
  • R01-Non-sufficient Funds
  • R09-Uncollected funds
500

CM wants to update address to foreign address

-Address and Phone Number Change Consumer Card Procedure

  • Foreign address changes may only be done in Orion
500

What are the steps to re-sending a welcome kit, if the CM has not received theirs yet?

-Card Inquiries CSE Procedure

1.Verify the mailing address 

2.Send the Approval Letter 

3.Send the Privacy Policy 

4.Send the Terms and Conditions 

5.Send the Cardmember (CM) Agreement 

6.Queue CSE Service to send a card after 3 days 

7.Tell the customer the card(s) and welcome kit information will arrive within 12 business days 

8.Memo the account a card request was sent to CSE Service

500

What does bt status 02 mean?

-Balance Transfer CSE Base Document

02- BT in process

  • Transaction has been requested.  No action needed.


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