Payments
What are the 3 required questions for taking a payment by phone with stored bank account information?
bank's name.
Last four digits of account number
Are you the Ower/auth signer of the bank account ending in xxxx.
What tab is the rewards information under in Orion?
Reward information can be found within the Statements tab (F3)
What Link'd document can the time frame chart for CBR be found?
Credit Balance Refund Procedure
If customer wants to make a payment but the account is 35 days past due, who do we transfers the call to?
CMA
Once a BT has been completed and is pending or posted to the account, any questions regarding the BT are handled by?
Frontline agents
What time do payments need to be made by to be considered effective that day?
By 5pm Est for non-discover it account and 12 midnight Est for discover it accounts except on cycle dates is 5 pm Est
To help avoid defects, what section of the rewards hub should we be reading?
These scripts are in the ‘Rewards Topics’ section of Rewards Hub
What keyboard key combination helps you search a certain word in Link'd?
CTRL-F
A customer calls in about an open dispute, who do we transfer to?
Billing Assistance Dispute Resolution
If customer pays the statement balance in full, but was late, can the interest and late fee be waived?
BOTH the Late Fee and Interest Charge adjustment can be completed as long as it does not exceed the 3 max allowed adjustment rule
How is payment allocation distributed?
Minimum Payment Due or LESS=Lowest to Highest APR
Any amount ABOVE Minimum Payment Due=Highest to Lowest APR
What are the different options to redeem rewards?
Partner Gift Card/ Certificate
Charity Donation
Electronic Deposit
Statement Credit
Where can you find the call transfer requirements for each department (e.g., warm or cold transfer)?
Phonebook
Customer calls in while payment review is undergoing and says they need the funds immediately what department do you transfer to?
CPS (Security) - Kitenet/Payment Review Team
If the customer has 2 or more accounts and wants to combine/ move the credit line from one account to another, can it be done?
No, this not available
How is the Minimum Payment Due Calculated?
The MPD calculation method can vary between accounts based on Terms Level and other factors.
Travel credits and statement credits can take up to how many days to post?
2 business days to post
CM Wants application solicitations stopped, what linkd doc do we use to guide us?
Non-Solicitation/Preference Request Procedure
BT posted to Discover account, but the creditor has not received payment. How many days have to pass before transferring them to billing to dispute
8 or more calendar days
New customer wants to know their payment dates, but only the cycle date of 23rd appears in Orion what will be the payment date be for each month?
18th of each month
Customer made an over payment for less than $1000 and wants it returned by a mailed check what is the time frame?
3-7 Business Days but allow up to 14 days to receive as some mail delivery is delayed.
If Rewards are used to make a purchase through the PayPal wallet and the order is cancelled before the item is shipped. When will the rewards be refunded?
within 24 hours after the cancellation
what linkd doc has
Discover Mobile App Downloading Instructions
Mobile Solutions Base Document
Customer call and states they want to complete an application for a discover card. What department do we transfer to?
Acquisitions (New application)
Do Accounts approved via the Instant Credit with the account memo (Digital ffk sent and acknowledged) in Orion need a welcome kit sent out?
Not unless the customer request it.