Payments/APR
If cm is enrolled in Dpay, and wanting to make a manual payment. What time can they do this up to before both will come out?
Must make payment by 5pm ET, the day before
Direct pay procedures
Are you able to send cards via messaging
We are not able to send cards via messaging.
Messaging procedures
For first time ACH rewards redemption, how much can we send to cm?
$300
rewards redemption procedures
What must we check after changing an address?
Contact info
If cm is 35 days delinquent and wanting to make a payment
cma - delinquent acct
CMA Related/ Delinquent Account Handling Procedures
How does payment heirarchy work?
Min payment goes to lowest APR, extar goes to highest apr
Payment Allocation (Hierarchy) base doc
Cm must be enrolled in ________ for us to check if there are any APR offers
Esign
messaging procedures
If a cm never received their first card what is the process?
Check address, send Approval letter, cm agreement, privacy policy, terms and conditions, queue acct for new card to be sent in 3 days
card inquiries procedures
What is HR's phone number
1-844-337-6947
Cm calling in about military benefits
warm connect to SCRA
What is a forced authorization?
Pushes through a transaction without the funds being fully available yet. Merchant must be able to manually enter card info, and cm must make payment for how much they are wanting to use that would make them overlimit. Can only be done in emergency scenarios
Forced auth procedures
If cm's account is locked out in esolutions what do we do?
Must verify 3/4 pieces, MMN, DOB, SSN, User ID
messaging procedures
If a cm did a balance transfer, and other bank still hasnt received it. How long must we wait before we can initiate a dispute
Must wait 8 days after posted to Discover
Balance Transfer (General Servicing/ Post-Book) Procedures
For the return payment, what does the following codes mean?
code R02 & code R04
Code R02> account closed
Code R04> Invalid Account Number
Returned/Restricted Payments and Prohibited Status Procedure
Cm just changed their phone number today and the information is suppressed in esolutions. Who would handle?
cps
If a cm is trying to make a payment with a valid routing/acct number but it is not letting them. What should we be checking?
See if there are any returned payments that put it on prohibit list
Returned/Restricted Payments and Prohibited Status Procedure
What are the steps to guiding cm to apple/google pay via app or mobile site?
Services- manage cards and devices - apple pay/google pay
Apple/google pay procedures
Cm has a credit balance refund of 1200 on the account, how long would it take to receive this via ACH/Mail
ACH 12-14 business days
Mail 13-17 business days
Credit Balance Refund Procedures
What is the process for a cm to graduate from an unsecured card
At 7 months we begin reviewing the account. If there are 6 months of consecutive on time payments then the card will graduate. This is across all loan types not just Discover.
Secured card procedures
PCM calling in saying the AU on the account has passed away
No transfer - remove AU frontline
Customer has 0% BT and is making new purchases they are making min payment due plus paying off the amount of the new purchases, will they be charged interest? No linkd doc required
Yes
What must we read off when sending temp password to cm?
This password is valid for one time use and expires in 7 days
Account center procedures
Cm is trying to refer a friend and it is not letting them. What is the main cause?
Account status is
Refer a friend procedures
What is the process for a payment in kitenet?
to ensure the payment clears, the credit can take up to 8 business days from the date the hold is placed on the payment to become available on your account.
-Only get to kitenet if they say they need funds immediately.
If cm still has their card and sees an unauthorized charge for $450 where will we transfer?
billing assistance
Billing Dispute Inquiries - Frontline Agent Procedures