T/F
Procedures
Phone/ Messaging
Link
Messaging
100

T/F> PCM, POA, SCM can deactivate cards?

True> Primary Cardmember (PCM), Secondary Cardmember (SCM), or Authorized Users  (AU) are permitted to deactivate

Activate and Deactivate Cards Procedure & POA privileges doc

100

These steps belong to what procedure:

  • Click Freeze pushbutton
  • Click Yes to add a freeze / No to remove the freeze
  • Read Legally Required Verbatim Disclosure, if applicable
  • Click Update

Freeze/ Unfreeze the account 

100

For a CBR in the amount of $850 what is the delivery timeframes?

3-7 business days

100

What link document do you use to find the procedure for sending a welcome kit

Card Inquires

100

Can we activate a card in Messaging if they are pre-login?

No> Tell the customer to self-service or call to activate card(s)

200

T/F> If a customer requests servicing in another language, explain we do not have any other language available through Messaging other than English. 

TRUE!

200

These steps belong to what procedures:

  • Click on card(s).
  • Select Activate at the bottom of screen
  • Inform the customer:
  •  The card(s) is/are now activated. 
  • Remove the activation sticker.
Card Activation
200

What letter do we send for the PCM to remove the auth user?

100689

200

What link document will help you know how many days the account needs to be open to add auth user?

Adding Authorized Users/Authorized Employees/Joint CMs

200

Can we process lower apr requests in messaging?

Yes we can> switch to the call side


300

T/F> If the account has been opened for more than 9 days the AU may be added. The customer must receive the terms included in the Welcome Kit before they can use the card.

TRUEEE!!
300

If the cm is in need of a new/ replacement card but the cm is in China, how do we handle the situation?

send the card via standard delivery for the cm 

300

When you freeze the account how long does it take for the Freeze to apply/ be activated on the account?

Freezing/unfreezing an account is immediate.

300

 This document contains information on Apple Pay.  Apple Pay is a virtual wallet that allows customers to make contactless payments for purchases with their Discover card and Apple Device at participating stores/within apps. What is the name of this link document?

Apple Pay Base Document

300

Does the Billing Assistance department service cm's on messaging?

Conversations should be transferred to CSE Billing Assistance for the same reasons as phones

400

T/F> Freezing the account will allow the cm to still be able to go to the ATM to receive funds?

False> Freezing the account stops new cash advances.

400

These steps belong to what procedure: 

  • Select Third Party
  • Click Next
  • Click Finish
  • Letter#100714 letter is automatically sent to the customer.
  • Queue account to LS CARD FOUND BY 3RD PRTY/MRCH 

    • Change the queue date to TODAY'S date 
    • A specialty group will review the account to see if the account is enrolled in Wallet Protection which covers L/S events.
  • End call.

Third Party Lost/Stolen Procedure

400

What are the ways the Primary customers can apply for a credit line increase? There is a total of 3 and one way is via the mobile app

  • Primary customers can apply for a credit line increase through the following:
    • Account Manager- ACTION (excludes Messaging agents)
    • Account Center (discover.com)
    • Discover Mobile App
400

This document provides information to handle Messaging/Apple Business Chat (ABC) inquiries through the Account Center and the Discover Mobile App. What is the name of this link document?

Messaging Procedures

400

The cm has questions regarding web/app troubleshooting, via messaging how do you help the cm?

Xfer the cm to CSE> Level 2

500

T/F> For a lost stolen standard card cards will arrive  in 5-7 business days in a plain white envelope.

False> 

  • Advise cards will arrive in 3-7 business days in a plain white envelope.
500

These steps belong to what procedure:

  • Approval Letter
  • Cardmember Agreement
  • Rewards Terms and Conditions
  • Card(s)
  • Features and Benefits
  • Privacy Policy

Welcome Kit 

500

If the customer’s reason for calling is not to report a deceased customer but happens to mention a customer on the account is deceased, what should you do?

 you should still follow the steps for the deceased card member

500

 This document contains definition and privileges related to Joint Cardmember (SCM) and Joint Co-signers. What is the name of the link document?

Joint / Joint Co-Signer Privileges Base Document

500

The cm has inquiries with DPL (discover personal loans) on messaging, however the DPL department is closed. How do you handle the situation/ help the cm?

 Outside of DPL hours, conversation should be transferred to DPL (Offline Hours).

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