Cards
Are we allowed to send cards via messaging?
No. But we can guide them on how to order one online, or to call in.
If a third party messages in to ask for the account balance to help someone pay off their balance, are we allowed to share the balance, or at least the minimum amount that is due or the due date?
No, we are not allowed to share ANY information with Third Parties via messaging. We can over the phone if we have permission from PCM.
If there is an available balance transfer offer on an account, are we allowed to disclose the balance transfer information/terms?
Yes, we can share the balance transfer info that is posted on the F6 BT screen. Make sure to read ALL of the terms, VERBATIM.
If DVA posts the EDS key, do we need to verify the CM's first and last name?
We do not have to verify the customer's name if the EDS key is already posted by DVA, or listed on Fresh.
How many attempts does a CM have to get the verbal password correct?
3 attempts. If they fail all attempts, click fail to move to the next verification steps.
If account notes specifically state verbal password must be verified and caller fails, connect to CPS.
Is it required for customers to sign the back of their Discover card?
Customers are not required to sign their cards. It is optional for merchants to verify the signature matches the name on the card.
What part of the User ID can we share with the CM, IF we can share any part of it at all?
We can provide customer with the 1st letter of the User ID as a hint. Do not disclose any additional letters of the User ID.
Are we able to process balance transfers via messaging?
We cannot process balance transfers via messaging on our end, but we can guide them on how to process the BT online, on the app, or by giving us a call.
True or False? We are NEVER allowed to use emojis or text faces like these :)
False! We can use emojis and text faces, but we should only use an emoji if the customer uses one first.
CM made a purchase under a 5% CBB category today and doesn't see the cashback added yet. When should they expect to see the cashback added, and how long can it take in some cases?
The CBB will be added to the account the day after the cycle date. And sometimes CBB can take 1-2 billing cycles.
What is the standard delivery timeframe for normal card shipping, and expedited shipping?
Orions displays 3-7 business days for standard shipping, and 1-2 business days for emergency shipping. (Hawaii and Alaska may take up to an additional 2 business days)
If a CM forgot their User ID, and the User ID is still the 16 digit card number on eSolutions, can we tell the CM their User ID is the card number?
Yes, we can remind the CM their User ID is the card/account number, but we cannot share the actual number unless it meets the exception criteria outlined in the Release of Account Information Procedures. (but never via messaging)
How many days do we allow for the creditor to receive a balance transfer once it has posted on Discovers end?
We must allow 8 calendar days from the day the BT posted on Discovers end. If it has been 8 or more calendar days, determine if the cm has contacted the creditor to confirm if the payment has posted. If not, connect to Billing.
If the EDS key is not posted by DVA, what are the 3 pieces of information that we can ask to verify?
Last 4 SSN, DOB, MMN. And they only need to verify 2 of the 3 pieces of information.
How can you respond to more than one CM with the same message, at the same time?
By checking the boxes that appears next to the CM's name in your Fresh inbox, you can choose multiple CM's to send the same message to, if needed. (useful if you need to use a 'buy time' can for more than one cm, or a closing statement)
When resending welcome kits, when should you queue delivery for the new card to be sent?
Linkd: Queue the applicable Consolidated Enterprise Queue. For agents who do not use the Consolidated Enterprise Queue (us), Set a queue to yourself for 3 days from the current date you spoke with the CM. Or queue a TL or coach if you will not be working that day.
True or False? We are allowed to share the expiration date on a card once it has expired.
There are no exceptions for releasing the expiration date.
If the PCM/SCM/AU is having a difficult time reading their account number or expiration date, offer to send a new card (emergency delivery, if necessary). NEVER confirm what they have as the account number/expiration date is correct or not.
Are we allowed to adjust balance transfer fees?
The BT fee may not be adjusted since those were the agreed upon terms. All printed letters that include a BT check or BT offer disclose the BT fee associated with the offer. All BTs taken by phone, either with an application or for an existing account, have a legal disclosure read which includes information about the BT fee.
During an RSA lock, if the CM cannot verify Last 4 SSN, DOB, MMN, then what other pieces of information can we verify?
If there is anyone else on the account, they must name at least one other cardholder. And any recent transaction with the merchants name, date, or dollar amount of the charge (within $10). If they cannot verify BOTH of these, advise them to call in if on messaging. Or transfer to CPS if on phones.
When resending welcome kits, how do you resend an approval letter for a CM on an account that has been open for less than 30 days?
Warm connect to Credit Ops (New Accounts)-Pending/Cancel App and have them resend the approval letter.
If the account has been open for more than 30 days, queue the account to a TL or coach and note something like "resend approval letter".
A CM has not received their first card after applying, and they need their card as soon as possible for an emergency. Are we able to emergency ship the CMS first card in the welcome kit?
For Welcome Kits, Do NOT send cards emergency. Customers must receive the terms and conditions prior to using the card, therefore, we cannot send emergency cards unless they have received the welcome kit or it's been 9 business days since the CM agreement/Terms and Conditions were resent.
If a situation meets criteria to release CM's account/card number, can we share the card/account number via messaging?
We still cannot share the card info via messaging. If the situation meets the criteria in the Release of Account Information Procedures, advise the customer to call in.
True or False? CM has a 0% balance transfer APR for 12 months and purchase balance APR of 12.99%. If they make purchases on the card, they must pay off the full statement balance, including the balance transfer, to avoid interest accruing on the purchase balance.
True! If there is any purchase balance (with an APR) after a balance transfer is completed, then interest will accrue until the FULL balance is paid, which includes the purchase balance, AND the balance transfer balance.
Keep in mind, interest does not accrue on the balance transfer until the expiration date. The interest accrues on the purchase balance.
Can we update any contact information via messaging? If yes or no, explain what we can do.
We cannot update/change any contact information via messaging. But we CAN mark emails and addresses as valid if CM verifies the email/address for us and it matches our records. (example: new address flag, undeliverable email).
And phone number and email address can be removed, but not updated via Messaging.
What is the capital of New York?
Albany