Account Updates
Orion F2
Confirm email address
Confirm phone number is accurate
Complete additional verification
Update Address
True/False:
The PCM/SCM/AU can choose to activate one new card or additional cards on the account on the same call.
Verify Link'd Document
True:
Activate/Deactivate Card Procedure
Date when statements are sent to CM
Cycle Date
This step occurs after confirming banking information
Verbatim Disclosure
V17.99%
VARIABLE 17.99% or 17.99% VARIABLE
Orion F1 Page 2
Select Option
Verify Location and Date
Read talking points
Email Confirmation
Travel Notification
Account number stays the same
Stops the following from being completed/posted:
All new purchases
New/Pending Balance Transfer
New Cash Advance
Freeze/Unfreeze Account
Transactions that occur after statement is sent
Post Statement Summary
Includes Statement Balance, Posted Transactions within billing cycle, and interest to date.
Pay in Full Quote
New Account takes up to ___ days for setup after a lost/stolen.
2
Orion F2: Required Information Needed:
Date of Birth (DOB)
Social Security Number (SSN)
Physical Address
Add Authorized User
Orion F3
Select Card
Verify Seq Number
Confirm additional verification
Advise CM to remove sticker
Some steps for Card Activation
Can be found via Action or in Orion F9
Declined Authorization Reasons
Payment Allocation/Hierarchy
Generally, minimum payments are applied to balances with lower APRs first. Any amount paid above the minimum payment will generally be applied to balances with higher APRs first.
Handling for Declined Auth Reason Code 13
Verify Department Hours of Operation
WARM transfer call
Provide number to CM to call back if needed
Deceased Customer Handling
Card Misplaces and no one has access
Leaving country for extended period
Plans to use the card in future only
Merchant Calls to report found card
Link'd Document Used
Verify Link'd Document for process when CM calls and does not recognize, or Disputes transaction.
Dispute Initiation Procedures - Billing Assistance
Customer makes payment that has not posted, and after checking memo we see "....HOLD OTB PEND PMT CONFIRM" or "**EWS {A or R} ** PMT $XX HOLD OTB PEND PMT CONFIRM"
Kitenet Hold/Payment Review
7 Payment Methods
Internet/Mobile
Pay By Phone/IVR
DirectPay
Electronic Bill Payment (eBill)
Wire Payments
Military Allotment
Thank the CM for letting us know
DO NOT proactively offer to memo account
Let the CM know this may not prevent a security hold
Have the CM verify the best phone number
Large Purchase Notification
Send CM Agreement
Send Terms and Agreement
Send Privacy Policy
Queue for 3 Days
Welcome Kit
Queue timeframe for the day AFTER cycle date for this adjustment.
Late Fee Adjustment
Payment on Discover IT card made after 5PM ET and before Midnight ET on Sunday is effective this day, processes this day, and posts this day.
Sunday, Monday, Tuesday
Min Payment Calculation
The Minimum Payment Due will never exceed the New Balance, and may include amounts in excess of the credit limit. Otherwise it is (rounded up to the nearest dollar) any past due amount plus the greater of: $35 OR 2% of New Balance OR Fees for any debt protection product enrolled in on or after 2/1/15 + Interest Charges + Late Fees + $20.