Debit Card Maintenance
Where are the discover bank cards accepted?
Debit Card Maintenance Deposits/BFU/Retail Branch Procedure > Summary
Discover Bank debit cards are accepted in the United States (U.S.), Canada, Mexico, and the Caribbean wherever there is a MoneyPass, AllPoint, Discover, Diner’s Club®, or PULSE® logo.
What are the limitations for an external transfer via ach?
Funds Transfer Deposits/Retail Branch Base Document > Limitations on External Accounts (Discover initiated)
The limits below are subject to a combined incoming/outgoing limit of $300,000.00 per 30-day rolling period for each Account Center registered owner. Incoming limit is $250,000.00 per 30-day rolling period for each Account Center registered owner. Outgoing limit is $250,000.00 per 30-day rolling period for each Account Center registered owner.
how can an account holder add an authorized third party?
Third Party Authorization Deposits > adding an authorized TP > step 2
Advise the account owner that the Third Party Authorization form (available on the Account Center) must be completed, signed, and returned to Discover Bank.
or Open a SR for BOS to mail the form to the account owner
Service Level Timeframes
What is the cut off time for a mobile check deposit?
Service Level Timeframes > Deposits, Official Checks, Stop Payment
1 business day
Note: If no review necessary and is accepted by 4:30 p.m. MT (6:30 ET).
What is the debit card limit for a new customer?
Debit Card Maintenance Deposits/BFU/Retail Branch Procedure > Debit card limit and cash over
A new account owner is an account owner who has not had a Discover checking, savings or money market account open for at least 30 days. - 2,500
What is the maximum amount a customer can do via ach for the initial funding of a cd?
Funds Transfer Deposits/Retail Branch Base Document > Limitations on External Accounts (Discover initiated)
Inbound ACH max for initial funding is 999,999.99
an account holder calls in to verify the beneficiaries on an account, is second level verification needed?
NO!
First level on inbound call or outbound call
Service Level Timeframes
If a wire transfer failed to post due to misinformation how long does it take to return?
Service Level Timeframes > Wires
Inbound wire return can take up to 7-10 business days to return funds to the originating financial institution.
When does the ATM limit reset?
Debit Card Maintenance Deposits/BFU/Retail Branch Procedure > Debit card limit and cash over
The ATM limit resets daily at 12:00 a.m. ET.
What is the maximum amount a customer can do via ach for the initial funding of a MM, SAV, or CHK?
Funds Transfer Deposits/Retail Branch Base Document > Limitations on External Accounts (Discover initiated)
Inbound ACH max for initial funding is 5,000
Ryan Reynolds calls in to obtain the rate for a 5 year cd. After account manager covers the rate disclosure and provides APY/Interest rate Mr. Reynolds states that he is unhappy with the rate we are offering and asks if we can provide a higher rate or a loyalty rate. The account manager explains our rates are subject to change daily and are the same to the Public. Mr. Reynolds is satisfied with the response and proceeds to open a CD. Is feedback or complaint required?
CB Consumer Interaction Identification Job Aid
If the customer expresses dissatisfaction however accepts or is satisfied with the response and proceeds then feedback should be submitted.
If the customer is not satisfied with the response (e.g., thank you for explaining but I am still frustrated) then a complaint should be submitted.
Account holders do not need to specifically ask to file a complaint/feedback for it needing to be tracked.
Service Level Timeframes
What is the cutoff time for an inbound wire transfer?
Service Level Timeframes > Wires
Erik calls in wanting to order a card for his wife, what are the steps to take?
Debit Card Maintenance Deposits/BFU/Retail Branch Procedure > Issue new/replacement debit card
Advise the account holder that we are unable to order a debit card for another primary/joint owner on the acc, each owner must individually request there card
Affinity Base Document
If a triple a member calls in wanting to know how to apply what options does he have?
Affinity Base Document > AAA Affinity
They can apply at aaa.com/deposits or over the phone
A customer calls in stating they are an authorized third party for a Mr. Will smith, what are the next steps?
Authentication Deposits > authentication > Step 2 > Step 3
Locate the acc the TP is referring too, click bypass and review the priority note to determine if the TP is authorized to discuss the account, if listed verify
Name // DOB // MMN // Last 4 of SSN
if failed any, xfer to BFU
Money Movement Deposits
If an acc holder calls in wanting to close the acc or transfer funds out from a new cd and it has been opened for 6 days what are the next steps?
Money Movement Deposits Procedure > Official Check and Internal Transfers > Step 4
If CD is opened for 0-7 days
If CD is opened for 8-60 days
If CD is opened for 61+ days
If not on maturity
Advise the account owner that a penalty will be assessed (refer to the Deposit Products Base Document).
A customer calls in to order a debit card in braille, how would you place the order?
Debit Card Maintenance Deposits/BFU/Retail Branch Procedure > Issue new/replacement debit card > Step 16
1. Access the debit card order request created in Atlas. Create and send an email:
To: UPC-EmbossingTeam@Discover.com
CC: psopssupport@Discover.com
Body: Account owner's first and last name
Account owner's mailing address
New debit card number
Reason for request - braille debit card request Advise the account owner that the debit card will be printed with the account owner's name, expiration date, and last 12 digits of the debit card number in braille on the front of the debit card. The complete debit card number will be printed on the back of the debit card.
Affinity Base Document
If an AAII member calls in wanting to know how to apply what options does he have?
Affinity Base Document > AAII Affinity
They can apply at aaii.discoverbank.com or over the phone
What accounts cannot have a beneficiary?
Opening an account > Step 16
Money Movement Deposits
How long does an acc holder have to modify an ACH transfer?
Money Movement Deposits Procedure > Account Owner Self Service via Account Center > Step 3
Modifying Automated Clearing House (ACH)/internal transfer
Note: Pending transactions can be modified up until 5:00 p.m. ET on the Send on Date.