Account activity
What should we do if a cm receives an email confirming account registration, but they did not register?
If a customer state they did not register for the Account Center but they received an email confirming registration, connect to CPS (Security)
If cm lost their card and see unauthorized charges on the account, what should we do?
Connect to Customer Protection Services (CPS)
What are the two forms of a CBR?
ACH & Check
Should we address the variable APR rate when advising the cm of their APR?
Yes, you must provide the FULL APR and state the APR is "variable" IF it shows as variable.
Will Discover forward cards automatically sent via mail?
Cards sent standard delivery will be forwarded to a customer IF a change of address was filed with the USPS within one year. If the address change was filed over one year ago, the card(s) will be returned back to Discover as undeliverable.
How long can it take for a charge to post?
What would be the proper handling if agents see this message in ESolutions "This account is currently locked because the customer has exceeded the number or Security Code Validation Attempts."
Answer: Verify 3 of the 4 pieces of the customer's (PCM/SCM) security information prior to removing the lock:
Can we Proactively offer to send a electronic CBR?
No, Do NOT pro-actively offer an electronic refund as the initial option.
Are we able to lower the interest rate on an existing balance?
Inform we’re unable able to reduce the APR on an EXISTING balance.
Can we send a card to a 3rd party on an account if they contact us?
Cards are for use only by CM or AU listed on an account, they are not for use by a third party.
(For ABC Chats in Messaging) Are agents required to verify verbal password in messaging if the cm has one added to the account and is messaging us through the ABC platform?
Answer: No. If there is a verbal password on the account, tell the customer to message or call us.
Are recurring charges accepted after L/S is processed on a older account?
May be accepted and transfer to the new account for a period of time after the L/S is completed.
Does a credit balance increase the credit limit of an account that has a zero balance?
A credit balance cannot be used as an extension of the available credit and will not increase the line of credit
What happens if a lower APR request is denied?
When a customer is informed they are not APR eligible, the customer is sent an Adverse Action letter
When can a CM apply for a LIR on a unsecured card?
Customers can apply any time.
What is the handling when you see this message "SECURITY CODE STARTED NO VALID CHANNEL " ?
Transfer to CPS (Security)> Fraud Prevention> Caller Verification.
What should we do if a 3rd party calls in to report a card lost on a consumer's card?
Can we issue a CBR in a AU or SCM name?
Payments are issued in the PCM name and address listed on the account ONLY; unless the PCM is deceased
If a cm account is typically subject to interest but pays the statement balance in full, will the cm receive interest on the next statement?
Yes, the cm will receive residual interest unless a PIF is paid.
What do AAA stand for?
Appreciate/Acknowledge/Act
who has the authority to call and close a account?
Can we transfer a 3rd party who is calling to dispute an unrecognized charge to Billing/Security?
Do not disclose transactions on the account; however, if TP is already aware of a transaction and states it is unrecognized/ unauthorized, they are allowed to dispute.
Is a ACH CBR payment faster than a CBR check?
It is NOT faster than a check because it requires MANUAL handling.
Can a AM perform a manual adjustment for a Promo or Purchase offer on a account upon request?
A manual APR Promo enrollment or Purchase to Promo adjustment may only be completed in the scenarios outlined in the matrix below by a Supervisor/ CEG
What is the handling if the PCM or SCM gives permission to speak to a TP on the same call?