Messaging verification
Do you have to verify if you have EDS key and post-login?
No, unless the system prompts additional verification.
Can we activate in messaging?
Yes, post-login.
No, pre-login.
Are you able to transfer to CMA?
Yes, only in messaging
Do we use the call side or mail side to see if the cm is retention eligible?
Call
Do we use call side or mail side for checking to lower the APR?
Call side!
No EDS key and pre-login
Find acct with cm full name and zip as well as 2/3 pieces of info.
Can we transfer to home, personal or student loans if they come in as ABC chat?
No
Are you able to transfer to billing?
Yes! Messaging and ABC
The only stipulation is with ACB they have to message us for BT and payment disputes.
Retention eligible?
Make sure they are e-signed.
Add private note.
Transfer to lvl 2 if enrolled.
If not e-signed, they have to call.
APR eligible?
Check to see if they are esigned.
Add a private note for enrolled.
Enrolled- transfer to lvl 2.
Not enrolled- Tell the cm to call or how to esign.
What happens if they fail 2/3 pieces of information for verification?
They have to call in
Can we complete a cash into checking in messaging?
No, they have to self-service or call in.
Are credit operations in messaging?
Messaging only
The only stipulation is ABC can transfer for new acct application.
Not retention eligible?
Copy/paste the closure that displays on the retention closure. Advise the account is closed and they would need to apply again for a new account.
Not APR eligible?
Copy/paste the information from the pop-up box into the message.
Are you supposed to add the EDS key as a private note on all messages?
YES
Can we do CBR within messaging?
Yes, only for messaging and not ABC chat.
Can we transfer to Deposits?
Messaging and ABC
Do you handle a message from someone you know?
This goes to CSE SUP Gate
Are you able to cancel out pending payments within messaging?
Yes, if the option is available.
Do we have an option for Discover student loans within messaging?
Yes, messaging only.