Let's Go

Movies

100

Which actor or actors was in the movie "The Outsiders" and "Parks and Rec" tv show? 

Rob Lowe

200

Was "The Stand" Stephen King's first novel to be adapted into a movie? True or False

False, it was Carrie 

300

Which song by Rihanna and thriller movie share a name together?

Disturbia

400

"If this were my house, I'd be furious." 

2003 Movie 

Cat In The Hat 

Live Action 

500

"I made my family disappear! " 

Home Alone 

Fees

100

The card member hasn't had a maximum of the 3 overrides within the last 12 months.  This is a valid override reason.  True or False 

False; this isn't a valid reason but should be check if override is an option. 

200

The card member got their paycheck late; this is a valid override reason. True or False 

True

300

Customer did not receive statement due to an agent error in processing the address on account before the cycle date. 

Transfer to CEG 

400

When trying to adjust a late fee that has not yet been applied to the account. What is the first step?

Check if suppression box is available

500

When monetary adjustment is completed, adjusted amount is subtracted from account balance, but NOT from minimum payment due. True or False 

True

?

100

Which procedure do we use when we need to send out a welcome kit? 

Card Inquiries CSE Procedure

200

We can use memos to track when a welcome kit is first sent by the system

True or False 

False: 

Accounts do not show tracking information memos when the Welcome Kit is sent.

• Review the Cards screen and confirm the card was mailed
• Let the customer know their Welcome Kit is on the way and arrives in about 3-9 business days of the new account being approved
• If more than 9 business days have passed, see Resending Welcome Kit section. 

300

What is the memo that we can check for to see if the CM received it Digitally and we do not need to resend manually when sending a new card. (welcome kit) 

• Digital ffk sent and acknowledged
  • If this memo is on the account, go to Sending Cards section.
  • Note: It is not necessary to resend the Welcome Kit unless the customer requests it.

400

If a caller says they received someone else's Welcome Kit in error

1. Ask for the account number on the card(s) received, and access in Orion.
2. Immediately complete the Capital One's Privacy Event Form. See the Information Security Event CC Procedure for more information.
3. Process a Lost/Stolen for the other customer's account
4. Advise caller to destroy the incorrect card(s) (and Welcome Kit, if applicable) received.
5.  Follow procedure Card inquiries CSE procedure 

500

What is required when you need to resend the welcome kit. 

 Approval>100033 - New Account Approval

Privacy Policy>102879 – Confidential Information  change to mail

Rewards General Communication>Select applicable letter based on account type) change to mail

(CM) Agreement (Click Terms> Send Terms

Queue CSE Service to send a card. Set the queue delivery for 3 calendar days from the current date.

Tell the customer the card(s) and welcome kit information will arrive within 12 business days.

Interesting Facts about the human body

100

What joint in your arm is where the humerus, radius, and ulna bones all meet?

The Elbow

200

Are human teeth as strong as ants or sharks?

 Ant teeth (mandibles) are significantly harder and sharper.

Sharks and humans alike have enamel on their teeth that serve to make the teeth as hard as they are.

300

Does the heart have chambers and if they do how many and what are they called? 

The heart has 4 chambers: Two Upper Chambers and Two Lower Chambers

400

What is the general agreed number of bones for the human adult body
and a

newborn?

A human adult usually has 206 bones.
A newborn usually has 275 to 300 bones 

500

What are the 3 smallest bones in the human adult body and where can you find them? 

Located in the middle ear, the malleus (hammer), incus (anvil) and stapes ( stirrup)

Link'd Questions

100

Is there a deadline for when reversals can be done on a partner gift card? Yes or No.
If yes, what is the timeframe? 

• Reversals and reissues can be done within 9 months of redemption date.
• Rewards Redemption CSE Procedure

200

When a CM has a active promotional APR and ask what their APR rate is, what do we need to tell the CM? 

• Purchase APR
• Promo APR
• Date the Promo APR starts and expires.
• Transaction start and/or end date(s), if the reason for the inquiry relates to this information.
  
  
• Promotional Purchase APR CSE Base Document

300

From at this time, can a BT be done from Discover to Capital One? 

If the CM attempts to do it with Discover online, what is the specific memo detailing that we would see why it did or did not go through? 

• *bt ltr/bt102980 bt to capital one not allowed. cannot pay [creditor name] $xxxx.xx (if CM submitted BT with Discover online or over the phone)
• Discover & Capital One Enterprise Procedure

400

When a account is status as fraud and transactions are going through, what is the procedure that show why this is happening. 

Recurring Charges procedure: 

We may allow certain transactions to continue to be processed when a customer’s account number has been transferred/reassigned, including accounts that were previously reported as Lost/Stolen, Fraud or Closed.

Encourage customers to contact their provider and provide their updated account information to ensure uninterrupted service with recurring charges. 

500

Which statement is correct?
A. Let me get you over to a FICO Expert

B. Let me get you over to a FICO credit analyst

C. Let me get you over to my FICO Team

D. Let me get you over to a specialist

E. Let me get you over to a FICO specialist 

When transferring, do NOT say things like transferring to a specialist, FICO expert, credit analyst, instead say FICO team.