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How long should you have DAS on the line before completing the deceased form.
2 mins
What time does the spanish team operate
24/7 Eastern
This document explains how payments are applied to Consumer, Discover Business Card (DBC) and Discover it Business Card (DiBC) accounts.
Payment Allocation (Hierarchy) Base Document
This document contains information and handling related to Payoff Amounts (Pay in Full) and Minimum Payments.
Minimum Payment/ Payoff Procedures
This document includes handling for general authorizations inquiries.
Authorizations-GENERAL Procedures
What happens if a cm wants to convert from miles to chrome card.
Cm has to apply for a different card/ application
What does CAR stand for?
Customer Assistance and Recovery (this is the umbrella organization that CMA rolls up to)
What does DMST stand for?
Dedicated Military Support Team
What is the number for the experian credit bureau
1-800-493-1058
This document contains procedures for the CSE Dedicated Military Support team (DMST) to handle customer inquiries regarding Servicemembers Civil Relief Act (SCRA), which provides certain benefits to Servicemembers and their spouses/domestic partners. What is this departments hours of operations
24/7
How do you connect to the Account Ownership Dispute team?
CSE Specialty>Account Ownership Dspte | Cold Connect
What are the hours of operation for CMA Delinquent Account?
Monday 8:00am- Friday 10:00pm
Saturday 8:00am- 2:00pm
Sunday 9:00am-2:00pm
This document contains information on the inquiry types handled by new hire agents.
New Hire Call Handling Job Aid
What does CTC stand for?
Collections Telephone Check
T/F can you warm connect to the Relay Service Calls
false
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This document provides information on:
Travel Related Inquiries Procedures
What does BSIR mean?
Balance Subject to Interest Rate
This document has procedures for:
Name Change Procedures
This number is for assistance in languages other than English or Spanish. **When connecting calls, the message played is in Spanish, however, is the correct number for other languages (not Spanish). What department is this?
Foreign Language (Non-Spanish Calls)
This document contains the strategy for handling Late Fee adjustment requests.
Monetary Adjustment (LATE FEE Strategy) Procedures
What does the BEST department stand for?
Business Enterprise Solutions Team
This document outlines the procedures for handling APR inquiries.
APR Inquiries Procedures
This document contains information and procedures for handling consumer and customer feedback and complaints.
Feedback/ Complaint Procedures
This document outlines how to handle requests for assistance when a customer states they have been impacted by a disaster.
Disaster Procedures
This document contains procedures for redeeming Cashback Bonus (CBB) and Miles.
Rewards Redemption Procedures