Enter Title

Debit Card

100

ATM limit

510 dorrahs

200

Discover debit cards are accepted in what locations

 United States (U.S.), Canada, Mexico, and Caribbean

300

Discover will not ship a debit card to this mailing destination. 

P.O. Box.

400

Two or more active debit cards

1. Advise:
2. 
   
   • Multiple debit cards on account
   • One card will be reissued and other card(s) closed
3. Identify most recently used or actively used card.
4. Reissue recently or actively used debit card:
5. 
   
   1. Click debit card > applicable option (Card Status drop-down) > Reissue Card (checkbox).
6. Cancel other active card(s):
7. 
   
   1. Click debit card > Closed (Card Status drop-down).

500

You get a call at 7:30 est in the morning and the account holder had an unauthorized charge on their card and claims it is fraud. What actions do you take?

1. Place freeze (move to Freeze and Hold Deposits/Retail Branch Procedure).
2. Send email:
3. 
   
   • To: BFURegE&[e-mail]
   • Subject: Invalid Account Activity
   • Body:
   • 
     
     • Account owner's name
     • Account number
     • Transaction date
     • Merchant name
     • Amount
     • Dispute reason
4. Advise:
5. 
   
   • Details forwarded to specialty team that investigates transactions
   • They can call Dispute Investigations directly to discuss transaction(s)
6. Give Dispute Investigations phone number and hours of operation.
7. End.

Checks

100

MCD: The amount available on Business Day of Deposit (BD0) (11pm ET)

First $275.00 of the deposit

200

MCD cutoff timeline for posting deposit transactions to an account. 

By 6:30 p.m. and accepted by 6:35 p.m. Eastern Time (ET) on a Business Day

300

When a customers is ordering a new set of checkbooks, agents are required to ask if they would like to include these three specific pieces of information.

Name, Address, and Phone Number

400

When a Mobile Check Deposit is rejected with the Atlas Note "Refer to Maker", the agent must instruct the customer to take this specific action regarding the check's originator. 

 

• Contact the Maker for more information
• Get check reissued to use MCD

500

The requirements that apply to all Official Check requests:

• A new address can only be selected if paid to the account owner
  • Official Checks cannot be mailed to international address
• Checks made payable to a third party must go to the existing address
• Recipient field cannot include any special characters, including the & symbol
• Expedited checks cannot be sent to a PO Box

Authentication & Verification

100

An agent is strictly required to request and verify these three specific pieces of security information.

• First and last name
• Last 4 digits of SSN/EIN
• DOB

200

The three ways to second level verify a customer in order. 

XID, OOB, then OTP

300

The account profile has been opened for 55 days and needs to be verified this way to complete their request. 

OOB

400

OOB is not available for a customer who has recently updated their phone within last _ days. 

5

500

A customer is requesting to close their $25,500 CD and have a check mailed to an alternative address which requires the agent to take this next step. 

Transfer to BFU

Call Transfers

100

Customer is calling about a Balance transfer with their Discover credit card. 

Cold Transfer to Discover Credit card

200

A customer calls in to update their address but there is a pop-up note stating their accounts have migrated with COF, the agent must transfer to this specific department. 

Warm transfer to:

• Cap One-Agent Bank Servicing (English) (Refer to Phone Book)
• Cap One-Agent Bank Servicing (Spanish) (Refer to Phone Book)

300

Customer has not received their Official check in the Mail and the agent confirmed its been 13 busniess days since the initial request.

Transfer to CEG

400

This Department handles Bankruptcy calls

Front Office

500

Account holder used an ATM that's not in the ATM locator which resulted them getting a fee.

Do not transfer if account holder did not use a “fee free” atm

Releasing Account Information

100

Contact info that cannot be released.

• Address, Email address, Phone number(s)
• Mother's Maiden Name

200

The full account number can be released. 

• Account is any:
• 
  
  • Certificate of Deposit (CD)
  • Closed
  • Discover Personal Loans (DPL)/Discover Student Loans (DSL)
  • Frozen/Pending closure due to confirmed fraud and needed to send Declaration of Loss form
  • Individual Retirement Arrangement (IRA)
• Beneficiary Care Team (BCT) deceased handling
• When included in a disclosure

300

Information that can be released when connecting to another Discover account manager while account owner in on hold.

• Account Owner Full Name
• Account Number(s)
• Application ID
• Customer Information File (CIF)
• Inbound ANI
• Social Security Number (SSN)

400

This information can be release to Account Owner, Joint Owner, Power-of-Attorney, Attorney-in-Fact for either: 

Required by disclosure or procedure.

Outbound Call and need to confirm information for servicing

Mailing Address

500

Information that can be released to a Third Party with Account Owner permission after authentication.

• Transaction details
• Account Center Registration and Login