Shiny
T/F> When the cm says " I would like to make a payment for today" we must clarify the exact date of the payment before reading the disclosure to help avoid confusion and a long call
40 Extra ptns
true!
Kwane has Sarah on the line. Sarah is using discover.com and she needs to know how to set up the PIN. What can will help Kwane to assist Sarah
50 extra ptns
167
Tiana has bria on line. She has BT code that #2. How should Tiana relay this info to the cm?
30 extra ptns
Tiana tells Bria that her BT is pending because code 2 mean >>(02- Trans in Process )
Tisha has an account has a fraud status on it. Does tisha xfer the call to the ACT department
False ACT can't do anything
Bell Biv Devoe calls in to get a rewards adjusted. What link document will you use to inform you of how long adjustments can be made on the account?
20 extra ptns
Rewards Base Document
How long does a kitenet hold last/ take to be cleared?
20 extra ptns if you add the link document
typically 8 business days
You can open a dispute in 4 easy steps when signed into Discover.com:1. Click ‘Activity’ 2. Select ‘Activity & Statements’3. Pick the purchase you’d like to dispute4. To the right, click ‘Dispute Charge’ The following steps belong to what can title 50 extra ptns
WEB Dispute Transaction Nav 267
What letter can we use to unenroll Adele(the cm) from emails on the account center?
100436
How are you supposed to connect to DAS?
Use CRMA, do a warm connect
What does BEN mean if you see it in the memos? What does DP mean if you see it in the memos? What does LTR mean if you see it in the memos?
40 extra ptns
BEN> Billing Error Notice
DP> direct pay
LTR> Letter
what is the hours of operation for the CMA>Bankruptcy dept
Mon- friday 8:00-5:00pm EST time
What happens if the cm need a card but they have a foreign address?
we send it via standard mail
Diamond has a cm that is on the web. She needs to track her card, what can will help Diamond.
157
Lannie has Billies on the line. The card for billies says no renew. What does this mean for billies?
40 extra ptns
Billies will not get a new card upon expiration date
On [insert date], your payment of [insert amounts] was immediately applied to your account balance. However, to ensure the payment clears, the credit can take up to 8 business days from the date the hold is placed on the payment to become available on your account.” why would you use the following statement
for kitenet
Erica needs to know what is the letter that we would use for a POA to validate established trust
30 extra ptns
100527
50 extra ptns
send can 210
T/F>
L/S can be complete online
Card requests can be completed online
A/U can be assisted online
50 extra ptns
false all the way across
what link documents do you use for freshchat? place them all in one message drop them in the group chat
600 ptns to the team that names the most, try to get it into one big message
Digital Level 1 and 2 Call Handling/ Messaging Job Aid
Messaging Procedures
Julie has a cm Karen on the call. Julie has informed karen that she can not remove the joint cm on the account. what letter should julie use for non-removal of joint cm to show Karen that we can not
100692
what is the link document used to find out BT codes/ statues?
Balance Transfer Base Document
Define what a purchase(standard) apr is?
Purchase-Standard: Standard Purchase APR assigned to the account.
Looks like you’ve stepped away. Per your request I have closed your account. Your account cannot be reopened and you will be required to reapply for a new account if you would like a Discover card in the future. If you currently have a Cashback Bonus [or Miles] Balance we will credit your rewards balance to your account or mail you a check. Please destroy all cards and checks for this account. Our conversation will be saved here. Even though you may get a survey, you can pick up where we left off when you’re ready. What is the title of this can/ when would you use it
273>Inactive Conversation (Closure Request)
What happens if Cardi B calls in and states she lost her CBR? How do you assist Cardi , she states that she never cashed it.
Cierra has a TP on the freshchat. The TP is asking for the FICO score from Cierra. What can will cm send to them? Worth 600 ptns
195 > tp contact us because we can not give this info out to the TP