Acct updates/cards
Can a SCM request a card for themselves or anyone else on the account?
No
-Activate and deactivate cards procedure
How would payment heirarchy work in this example?
-Purchases balance is at 24.74%V
-Cash advance balance is at 29.99%V
-BT 1 is at 0%, and expires 11/11/25
-BT 2 is at 0%, and expired 12/12/25
Min payment - Lowest apr that expires first = BT 1
Rest would go - CA,Purchase, BT 1, BT 2
-Payment allocation (heirarchy) Base doc
Cm is making a purchase and getting decline code 0D?
Card is not activated
-Declined Authorization Procedure
If third party is calling in to report the pcm has passed away how would we handle?
CMA - deceased account services
-Deceased customer procedure
What is the minimum age an AU can be, so they can get added onto the account?
15
-Adding AU/AE/joint cms
When updating an address, what must we have cm verify after changing it?
Confirm contact info
-Address and phone number change procedure
Cm has a returned payment showing codes R02 and R04, what do these mean?
Code R02 - account closed
Code R04 - invalid account number
-Returned/Restricted Payments and Prohibited Status Procedure
What are 3 override reasons for a late fee adjustment?
Monetary adjustment (late fee) procedure
For anything POA related, where would we transfer to?
CSE Specialty>Power of Attorney
-Power of Attorney / Conservator / Guardian / Trustee
How many late fees/interest adjustments can a cm get waived in a 12 month period?
3, unless system recommendation allows for more
-Monetary Adjustment (LATE FEE Strategy) Procedure
What are 2 reasons where documentation is NOT required to complete a name change?
Name Change Procedure
If cm is enrolled in Dpay (min payment), and wanting to make a manual payment. How early would they need to make it before both would come out?
The day before the withdrawal date by 5pm ET
-DirectPay Procedure
What are 3 override reasons for interest to be waived?
Monetary interest (interest charge) procedure
If someone has a bt offer and wants to know the specific offer details how would we handle
transfer to BT team
Balance transfer (general servicing)/postbook procedure
Where do miles rewards questions go to?
ACT
What is the process for resending a welcome kit?
-Verify address
-Resend Cm agreement, privacy policy, terms and conditions, and approval letter
-Put a queue to resend card in 3 days
-Card inquiries procedure
Cm made an overpayment and has a credit balance of 1200 on the account, how long would it take to receive this via ACH/Mail
ACH: 12 -14 business days
Check: 13-17 business days
-Credit Balance and Account Payment Refunds Procedure
Cm submitted a BT and its status is 10 - trans authed. What does this status mean?
transaction is pending - no action needed
-Balance Transfer Base Document
Cm wants to make a payment but is 37+ days past due, how would we handle?
transfer to cma - delinquent
-CMA Related/ Delinquent Account Handling Procedures
What is the acceptance level of Discover in Mexico?
Accepted/growing - ATM is just starting
-Travel Related Inquiries Procedure
If someone wants to block a recurring charge will freezing the card or process as l/s work?
No recurring transactions will still get approved
-Freeze/Unfreeze Account Procedure
Cm is enrolled in dpay for min payment and is scheduled to come out 8/30, they also make a manual payment on 8/30. What will happen?
both payments will be processed
-DirectPay Procedure
What are the override reasons for a returned check charge?
No overrides, has to be system recommended unless there was a discover error
-Monetary Adjustment (GENERAL) Procedure
cm is trying to make a payment with a valid routing/acct number but it is prohibiting us from completing payment. What should we be checking?
Check if the bank is on the prohibited table in memos due to returned payments, if so transfer to CMA> Prohibited Bank-Payment Block Review
-Returned/Restricted Payments and Prohibited Status
Cm is saying their bank still hasnt received their payoff from a balance transfer, how long until we can dispute it?
Need to wait 8 days from the day it was posted to send to billing for a dispute
-Balance Transfer (General Servicing/ Post-Book) Procedure