1
True or False:
When setting up a UTP payment you must verify the address before clicking "Address same as loan holder"
True
What two thing must you advise the customer when setting up disaster relief?
Interest will not accrue throughout the duration for the program and How long the program is for.
What are the payment due dates the customer can choose from ?
The 3rd through the 27th of the month.
Note: The 1st, 2nd, and 28th is available in Atlas; however, to comply with current strategy, only select the 3rd through the 27th.
What information maybe provided to an UTP?
Only general information (public knowledge not related to the customer)
When providing a POQ to a customer what must you notate?
The amount of the POQ
While connecting with the translator line what should you do with the security box?
Nothing. You must wait for the customer to verify their security information before moving forward
What should you select on the Reengagement pop up when the customer says "Sure transfer me over"?
Transfer
True or False: You can set up AP with a TP
False
It an extra payment is made in the same billing cycle how is it applied?
They are applied first to any outstanding Late Fees, then to accrued and unpaid interest, then to principal
If the customer is planning to pay the loan late and has a credit card with us, What must you tell them ?
Advise the customer that their DFS could be suspended if they pay late.
What must you do if the customer is upset with a something that has to do with discover and you talk with them and they're okay by the end of the call ?
Submit Feedback
When a UTP or TP calls in what must you notate?
Their name and telephone number
What should you select on the Reengagement pop up when you don't offer?
Dismiss
When placing an outbound call to the customer what must you tell the customer before the conversation begins?
"This call maybe recorded."
How many business days must you wait after DR to transfer to RAD?
2
When a customer calls in needing the language line what must you ask them?
If they have someone 18 years or older that can translate for them.
What must you do if the customer is upset with a something that has to do with discover and you talk with them and they're not okay with the outcome by the end of the call ?
Submit a complaint
When refunding a payment the payment must of been made with in __ days?
14 days
True or False: When a customer calls in asking for a translator you can call the language line and have them begin translating with out any other steps
False. sk the customer if they have someone 18 years or older that can translate for them First.
What must you ask at the end of every call?
Affirmation question
What should you select on the Reengagement pop up when the customer says maybe later?
No Transfer
How long does it take for the credit reporting agency to update the loan as PIF?
It takes 30-60 days to update reporting on credit bureaus end.
http://csd.rw.discoverfinancial.com/csd/article_display.cfm?site_id=4189&cat=28751&article_id=105947&node=30
If the customer chooses to pay ahead what must you tell them?
Interest is still accruing on the loan balance during the pay ahead time.
How many days out can you change the due date?
15 calendar days
How many pieces of security must identify with the Customer in addition to their name
2