T or F
DAILY DOUBLE!!!
Unclaimed property notice letters are only sent for amounts above $100
False; letters are only sent for amounts $50 and over.
Unclaimed Property Notice Procedures (sharepoint.com)
What doc provides guidance for when a CM is being inappropriate/yelling/cussing/name calling?
Abusive/ Threatening Inquiries Procedures
The customer is automatically logged out of the account center after ____ minutes of no activity.
10
Account Center Base Document (sharepoint.com)
Find the appropriate doc and tell me what the first situation is where we are able to disclose the full account number.
Release of Account Information Procedures (sharepoint.com)
Frontline agents are systematically restricted from removing an airline, auto rental, cruise, hotel, or gas authorization of _______ or greater.
$1500
Authorizations-GENERAL Procedures
When doing a CBR for a revoked account, you MUST notate the account status on the form for BEST to review and work the request.
TRUE.
Credit Balance Refund Procedures
DAILY DOUBLE!!
Aside from the card typical card type rewards (5% quartely, miles, RAF, etc), what doc provides guidance on all other promotional inquiries?
All Promotions Job Aid (sharepoint.com)
What are the steps we can advise if CM is trying to enable or reset their biometrics for the mobile app?
Select More-> Settings-> Biometrics
Mobile Solutions Base Document (sharepoint.com)
DAILY DOUBLE!!
When can we adjust a return check charge?
Hint: Only two scenarios
System recommended and Discover error. NO OTHER ACCEPTABLE OVERRIDE REASON AVAILABLE.
Monetary Adjustment (GENERAL) Procedures (sharepoint.com)
If someone is wanting to change their name and it's required to send documentation you can send them the __ ____ ______ eBrochure that provides information on submitting the documents.
CM Name Update
Name Change Procedures (sharepoint.com)
DAILY DOUBLE!!
Anytime agents review an account through a phone call with a password/hint in the Account Notes Box, they should move the password/hint to the new password fields.
What doc explains how the number of days delinquent is reported?
Hint- I'm looking for the doc that's specific to each number of days.
Credit Bureau History / Updates Base Document (sharepoint.com)
When unlocking the account center due to codes generated:
If eSolutions is showing 0 # of Codes Generated, are we required to reset the password?
Yes!
Stronger Authentication - Online Code Validation/ OOB Procedures (sharepoint.com)
A secured card application status says Pending- No XFER, AND they are requesting to cancel their application, what will you advise the potential CM?
...explain the application is being processed and we are unable to cancel the withdrawal of the security deposit.
DAILY DOUBLE!!
If it's been ____ or more calendar days since the BT was posted, and the creditor hasn't received the funds, we will transfer to ____.
DAILY DOUBLE!!
If someone through chat requests to close the account and you have distinguished that they DEFINITELY want to close the account, if they go inactive, you MUST close the account to avoid an op risk.
TRUE
What doc can you find the following information:
When a call is being WARM connected from another Department and the agent states they have already authenticated the customer, do the following:
Verification of Caller Procedures - ACTION (sharepoint.com)
When unlocking the account center due to verification codes, what are the four things we can choose to verify.
Remember, CM must verify at least 3 out of 4 of these pieces of information in order for us to unlock the account.
Stronger Authentication - Online Code Validation/ OOB Procedures (sharepoint.com)
HINT: It's mentioned during the L/S process if applicable.
If they're enrolled in a mobile wallet, they can continue to use the card through the wallet.
The Days Delinquent field found on F1 of Orion displays the number of days an account is currently delinquent (displays the days delinquent plus ___ days)
30 days
Credit Bureau History / Updates Base Document (sharepoint.com)
When you see the following decline reason, you will transfer to CPS:
False.
Check account memos or look for a recent dispute credit to confirm if there is an OPEN dispute on the account.
Declined Authorization Procedures (sharepoint.com)
What doc can you find this information?
Law Enforcement call - Law enforcement official calling regarding an account: Warm transfer to Security & Intelligence Operations Center (SIOC) - Law Enforcement
Customer Protection Services (Security) Procedures (sharepoint.com)
Daily Double!!
If a CM is calling in because they are having issues logging into their account, what are the three things you should be checking before resetting the password?
HINT: Step 1,3 and 4 of the proper doc. The answer is not about verification.
1. Is the customer locked out and using the correct user ID?
2. Has their account number changed?
3. Does the email address match what is on file?
Account Center Registration/Send Temporary Password Procedures – ACTION (sharepoint.com)
What reasons can we remove a delinquency on an account?
Hint- I'm referring to a credit bureau reporting.
1. Discover Card / Account Manager Error
2 Transaction dispute resolved in customer’s favor.
3. Protection Product caused delinquency - DPS Teams ONLY
Credit Bureau History / Updates Procedures (sharepoint.com)
Please fill in the missing information for the following required verbatim:
Discover limits Cash at Checkout transactions to ____ every _____.