T/F
T/F> The Spend Analyzer is located on the Account Center and the Discover Mobile App. It is a tool customers use to track purchases and compare their spending history.
A: TRUE ( Spend Analyzer Base Document)
Q: Where in ACTION can I find out how many Authorized Users a cm has
A: Under the Cardmember Info
Q: What was the first quarter CBB category and how long did it last
A: Grocery Stores, Drug Stores, and Select Streaming Services from 1/1/23 through 3/31/23, (2023 1Q 5% CBB Grocery Stores, Drug Stores, and Select Streaming Services)
Q: On the mobile app what version of iOS is needed for the cm when using the Discover Mobile App for iPhone, iPod Touch, and iPad
A:iOS Version 15.0 and higher required (Mobile Solutions Base Document)
This document is an overview of Mobile Card Acceptance and website transactions via a Payment Service provider. What is the name of this link document?
A: Mobile Card Acceptance and Payment Service Providers
T/F> The weekend hours for CMA Delinquent Account 8:00 AM- 10:00 PM
False> 8:00AM- 2:00PM- Saturday 9:00AM-2:00PM- Sunday
Q: What accounts status may suppress alerts from emails or texts AND how many of them are there?
A: 5 Total (Email/ Text Services Base Document)
Bankrupt
Lost/Stolen
Charged Off
Fraud
Revoked
Q: What is the Terms Level number that a customer could opt of the Balance Transfer Fee Change
A: Terms Lever 27 (Balance Transfer Base Document)
Q: Does the Student Loan have a department for New Account Alerts
A: True
This document outlines frontline agent handling for billing dispute inquiries. This includes Business Card and Corporate accounts. What is the name of this link document?
A: Billing Dispute Inquiries - Frontline Agent Procedures
Q: T/F> BTs and Cash Advance checks are NOT considered qualified purchases for CBB/ Miles reward.
A: True (Checks (Balance Transfer and Cash Advance) Procedure)
What type of accounts status are NOT eligible for Click to Pay AND how many of them are there? Hint 8 total
A: 8 Total Closed (Click to Pay Base Document)
Revoked
Interest Prohibited
Suspended
Bankrupt
Charged Off
Lost/Stolen
Fraud
Q: The FICO History tab has up to (blank) months of History
A: The FICO History tab has up to 12 months of History (FICO Credit Score for Existing Customer Procedures - ALL Agents Procedures)
Q: If the cm is requesting a CBR but there is a kitenet on the account how do we assist the cm?
A: If there is a credit balance and a Kitenet/Payment Review hold, check the phone directory for open hours: Kitenet/Payment Review Team. ( Credit Balance Refund Procedures)
For a cm to set up Discover as a payment choice for their recurring charges, what information do they need to provide to their service provider/ merchant? Hint 2 total things
A: Discover card number & Card expiration date
( Recurring Charges Procedures)
T/F> Misposted Payment - If payment misposted to an incorrect account and customer requests payment transferred to the correct account, refer to the Billing Dispute Inquiries-Frontline Agent Procedure for handling.
A: TRUE (Double Payments/ Overpayments Procedures)
. Q: If the account status is Auth Prohibited what department does the handling?
A: Transfer to Customer Protection Services CPS (Security) > Fraud Prevention
Q: Customers may call (blank) to initiate a call via a relay service anywhere in the U.S.
A: Customers may call 711 to initiate a call via a relay service anywhere in the U.S. (ADA Accommodation Card Enterprise Procedure)
T/F> If a Cardmember or Authorized User reports a Discover Card (DC) error and you confirm a DC error occurred, then all fees, interest charges and any other negative events/ incorrect information resulting from the error must be corrected
TRUE (Error Resolution Procedures)
. Q: Agents are not permitted to calculate or provide an estimate for what a future minimum payment due (MPD) will be this is because there are several factors involved in the calculation, including the: Hint 4 total factors
A: Account balance (Minimum Payment Due Base Document)
Transactions
Payments
Interest and Fees
T/F> On the Deceased Customer Form do we ask for the Relationship of the Informant?
A: TRUE (Deceased Customer Procedures)
T/F> Resubmission Criteria - Discover will resubmit the payment to the bank if the return reason is R01-Non-sufficient Funds or R09-Uncollected funds, and the payment amount is less than $2,500.00 (and greater than $5.00).
A: TRUE (Returned/Restricted Payments and Prohibited Status Procedure)
T/F> A fourth APR may be added if/ for: Retention and/or CEG creates a fourth purchase APR line.
: TRUE (APR/Interest Charge Base Document)
T/F> Return Payment (check charge) Fee (e.g., Non-Sufficient Funds)- Adjustments can only be made for Return Payment (check charge) fees when the system recommends. No overrides can be processed unless a Discover Card error has occurred.
TRUE- If an override is needed, queue the account for an override and notate the override reason that applies (Monetary Adjustment (GENERAL) Procedures)
T/F> If a monetary adjustment is applied, most customers will receive a statement credit, but if the account is closed or purged, the refund is issued by check. (Note: If check is sent, a letter usually accompanies the check.
TRUE (Account Corrections/Remediation Activity)