Level 1
If a cm forgot to activate the 5% quarter, can we make those transactions qualify?
yes
Rewards ADJUSTMENT CSE Procedure
cm is wanting their late fee removed because they were having anxiety. Is that a valid override reason?
yes
Monetary Adjustment Late Fee CSE Procedure - Frontline
How much can a cm take out for cash at checkout?
$120 every 24 hours
Cash at Checkout Consumer Card Base Document
What is the website that we can refer cms to for merger questions?
Discover & Capital One Enterprise Procedure
Where would we transfer to if the cms credit line was decreased by the systm?
connect to Portfolio Verification (OPR)- Consumer Accts
Credit/Cash Line Decrease by Discover CSE Procedure
Will my card still be on the Discover network once it moves to capital one, or will it be Visa/mastercard?
The Discover brand isn’t going away and Discover credit cards will continue to run on the Discover network.
Discover & Capital One Enterprise Procedure
If cm didnt receive their first card, in what case can we send a new card right away?
Digital ffk sent and acknowledged
Card Inquiries CSE Procedure
Once the account merges to Capital one will the PCM receive a new card and number?
No
Discover & Capital One Enterprise Procedure
How long must a payment be on the account before we can request a cbr?
3 business days
Credit Balance Refunds CSE Procedure
Cm referred a friend and wants to know how long it will take to receive the credit
Reward will post within 1-2 billing cycles (from the date of the qualifying memo)
Refer a Friend CSE Procedure
Can an authorized user request a BT?
yes
Authorized User Privileges Consumer Card Base Document
Disregarding the payment date, can we do a cbr of $375 for this cm?
1515712462
-no we cant do one because it would cause the min payment to not be paid.
Credit Balance Refunds CSE Procedure
Cm had a family member pass away and was wondering if we could waive the interest?
(not system recommended)
not a valid override reason
Monetary Adjustment Interest Charge CSE Procedure
What does the cm earn with the capital one travel card?
Earn 5% cash back or 5X miles on hotels, vacation rentals, rental cars and activities booked through Capital One Travel.
cm redeemed their rewards for a gift card and never received it. How long would they need to wait to reissue?
3 weeks
Rewards Redemption CSE Procedure
If a BT has been posted on the account for XX days, and the other creditor has still not received the funds we can connect to billing.
8 days
Balance Transfer (General Servicing/ Post-Book) Procedure
Where would we transfer to if a non-cm wants to stop offers being sent to them?
Credit Ops > Credit Ops (New Accounts) – Pending/Cancel App
Non-Solicitation/Preference Request CSE Procedure
Will SCM and AU’s receive a new card and number once the account merges to Capital one?
Yes. Authorized users and joint account holders will receive a new card with their own 16-digit card number once their account moves to Capital One.
Discover & Capital One Enterprise Procedure
How many cash advance transactions can a cm do per day?
Maximum 5 cash advances per calendar day and resets at 12 a.m.(midnight) ET.
Cash Advance CC Base Document
More reward cms tier structure resets on their anniversary date
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What specific day/month is that for this account?
Resets every april 24th
Earn Rewards CSE Base Document
cm is calling in because they said the merchant issued them a refund but we still havent received it. How long would we give to receive it for a non-recurring bill?
10 days
Billing Dispute Inquiries - Frontline Agent CSE Procedure
If a payment gets returned for NSF, we will resubmit the payment as long as its under XX
$2500
Returned/Restricted Payments and Prohibited Status
If the cm has an unauthorized charge from a merchant that they have done business with in the past, would we transfer to billing or cps?
Billing as long as posted, and they have attempted to reach out to the merchant
Billing Dispute Inquiries - Frontline Agent CSE Procedure
Bt1 = 0% / $1k / 9-9-26 exp
Purchases = 0% / $750 / 9-9-26 exp
go to rate = 20%V
cm pays $500, where would it go?
The category with the lowest balance so the purchases
Payment Allocation (Hierarchy) CAR/CSE Base Document
In esolutions, under the security code tab. When the cm is locked out, what are we required to verify?
Verify 3 of the 4 pieces the customer's (PCM/SCM) security information:
Stronger Authentication CSE Procedure