Systems
The system used by agents to submit an application for a potential customer
What is Atlas.
This product would be best for a customer who would like to invest funds for a specific time at a fixed rate
What is a certificate of Deposit or a CD
CLBO call opening (the full script)
What is:
Thank you for calling DB my name is ___ in phx may I have your F/L please
The four pillars that make up a HERO
What is helpful, engaged, resourceful, ownership
Next steps after verifying applicant(s) and confirming existing application that is app refereed LexisNexis ID,CIP, Experian
What is run tools - run innovis/accurint
We use this tool first to verify identity of our potential customers
what is Innovis
The product you would recommend if I needed to save but also have quick access to my funds
What is a Money Market Account
Because of savings rates- with a debit card/checks
This must be disclosed before providing rates
The rate disclosure
Name of the survey that Discover Bank scored 2nd in genuinely appreciated the customer
What is JD power
An application fallout status that is being reviewed by our Sanctions teams and will be proactively work in 2-3 BD
What is OFAC
The feature customer's can use to send documents to us securely and quickly
What is secure document upload
The product we offer that is not an interest-bearing account
What is Cash Back Debit
Fill in the blank:
Crucial information or agreement to information is important - this is why we must read ALL disclosures....
What is Verbatim
(word by word)
Putting yourself in the customer shoes is linked to this pillar of HERO- and why?
What is H/Helpful
it shows the customer we are understanding of their situation and WANT to assist them in a solution
This happens to applications that have been in the system greater than 30 days
What is they are expired
A third party reporting agency used to verify customer's past checking account history and worthiness for a CBD account
What is Chex Systems
The funding options for a new application taking online
What is ACH, internal transfer, wire transfer or check (MCD/Mail)
Discover's way of closing out of a call includes
Building trust and acknowledging their loyalty for choosing discover bank (branding)
Being a HERO in your calls and making a huge impact to the customer experience is known as a(n) ____ call
What is ACE
(Amazing Customer Experience)
If a potential customer can't be verified with tools ___ out of ___ pieces of personal information needs to be supported with documents.
3 our of 4 pieces
(Name, Address, SSN, DOB)
All information that needs to be confirmed with a caller before disclosing the existence of an application
What is
Full name (First, Middle, Last), Full Social, Mother’s Maiden Name, DOB
Accounts that receive a debit card with their welcome kit
What is CBD accounts
FYI: MMA do not get cards automatically sent only upon request with an available balance
In the three part acknowledgement, this comes after a power word
What is restating the customer's inquiry and acknowledge
*Daily Double*
What is your three-part acknowledgement when explaining a De-Dup status to a fully verified customer?
Answers may vary
*Daily Double*
Give your three-part acknowledgement for an application that has been declined
Answer may vary