Milestone 3

T/F

100

Decline code 02 means Invalid Cardholder Prefix

False> 02= INVALID MERCHANT ACCOUNT NUMBER

Declined Authorization Procedures 

200

T/F> B.A.U. means Bank Assistance Unit

False >>BAU=Business As Usual

Acronyms and Abbreviations Job Aid

300

T/F> An auth user can request to Change or Delete a  pending BT only if they set up the original BT 

True!

Authorized User Privileges Base Document

400

T/F> The account number can be found on 

• Front or back of every card
• 16 digits and begins with 6011

true

Card Base Document 

500

T/F> There is a $100 Rewards cap on eCertificate redemptions, per day; however, the value of the eCertificate could be higher than $100.

True

Mobile Solutions Base Document

Procedures

100

These Steps belong to what procedure> From F2-CM Info tab, click on Remove Mobile Consent 

Removing Cell Phone Consent

Cell Phone Consent Procedures

200

These steps belong to what procedure 

• Customers should:
  • Log in
  • Click Manage Cards from Card Services
  • Click Activate

Activating Cards

Activate and Deactivate Cards Procedure

300

These steps belong to what procedure: 

1. Click on Account Tab
2. Click Page 2 Tab
3. Click on the down-arrow within the Authorization field to display the pull-down list
   • To ADD flag - Select Get New Address
   • To REMOVE flag - Select Normal

Removing Flag

Address and Phone Number Change Procedure

400

These steps belong to what procedure:

• In Orion - Click on Orion Page 1 > Paymnt Addr button
• In Action – Click Payment Data> More Info> Payment Address 

Mail Payments/ For payment address

500

• Click Rewards.
• Click Redeem Cashback Bonus or Miles.
• Based on the account type, icons appear with available redemption options.
• Click the applicable option and follow screen prompts.

Redeeming Rewards on account center

Account Center Procedures

Link

100

This document contains handling for the email inquiries. What is the name of the link document

Email Procedures

200

This document outlines the procedures for handling Penalty APR inquiries and Reinstatement requests. What is the name of the link document?

APR Penalty/Reinstatement Procedures

300

This document contains procedures for name removal requests for consumer accounts. What is the name of the link document?

Name Removing Procedures

400

 This document explains how a customer would change their payment due date. What is the name of the link document?

Payment Due Date Changes Procedures

500

This link document contains information for a complete list of CTI and CRMA categories and the associated Departments listed within each category. What is the name of the link document?

CTI and CRMA Options Job Aid/

CTI and CRMA Options Job Aid - Updated 09/01/23

Phones

100

Who can we take a close account request from? 5 total one is the PCM

We will close an account upon request from the following:

• Primary Cardmember
• Secondary Cardmember
• Power of Attorney
• Conservator
• Guardian 
• >>
• Close Account Request Procedures
•   

200

If an account has a status of Normal, Closed, Revoked or Suspended can an address/ phone number be changed?

Yes 

Address and Phone Number Change Procedure

300

When a Discover customer is traveling to a different country, it is IMPORTANT to check the (blank) LEVEL for that country to set the correct expectations

When a Discover customer is traveling to a different country, it is IMPORTANT to check the ACCEPTANCE LEVEL for that country to set the correct expectations

Travel Related Inquiries Procedures

400

(BLANK) allows customers to enroll in automatic monthly payments to be paid towards their Discover card account from their bank account. What is the blank?

DirectPay (DPY)

DirectPay Procedures

500

BT posted to Discover account 10 days ago but the creditor has not received payment. How do we handle the situation/ help the cm?

• 8 or MORE calendar days since BT posted: Determine if the customer has contacted the creditor to confirm the payment has not posted.
  • Yes - Transfer to Billing Assistance-Initiation.
  • No - Tell the customer to contact the creditor to confirm the payment has not posted.
    Balance Transfer (General Servicing/ Post-Book)

Numbers

100

Applicants must be at least (blank) years old to apply for any account type.

Applicants must be at least 18 years old to apply for any account type.

Application Inquiries/Status Procedure

200

What is the total number of characters the cm can have in their email address?

There is a 50-character limit.

Email Procedures

300

The check for a CBR on a discover IT account, in the amount of $750.00 was sent to the cm, when will the cm receive the check?

3-7 Business Days but allow up to 14 days to receive as some mail delivery is delayed

Credit Balance Refund Procedures

400

What date did we stop applying a penalty APR?

Penalty APR – As of 3/1/2022, Discover no longer applies a Penalty APR.

APR Penalty/Reinstatement Procedures

500

What is the limit to the number of feedbacks/ complaints an account can have?

no limit :)