T/F
Procedures
Link
Msg/ Phones
T/F & Numbers
100

T/F> We stopped account type conversions on 5/28/2022?


10 extra ptns for the link doc name

false> 5/18/2022

Account Type Conversion Request Procedures

100

Go into Orion and delete the verbal password/hint from Account Notes, by doing the following in Orion:

  • Click Search
  • Click Warnings and Account notes
  • Delete the Password
  • Click Update

Verbal Password Updates (Add/Change/Remove)

100

This document outlines the procedures for handling inquiries related to Annual Percentage Rate (APR).


APR Inquiries Procedures

100

How do you connect to eSupport using the CTI?

 CSE Specialty>eSupport | Cold Connect 

same xfer has CRMA :) cold Connect

100

T/F> Customers can authorize a third-party to receive account or application information on their behalf.

TRUE

ADA Accommodation Card Enterprise Procedure

200

T/F> This document outlines how to handle requests for assistance when a customer state they have been impacted by a disaster. The name of this document is Disaster Benefits Base Document?

False> Disaster Procedures

200

1.) From F2-CM Info tab, click on Remove Mobile Consent
2.) Select the phone number(s) to remove consent and click Update 

3.)Once consent is removed this memo is added to the account:  MOBILE CONSENT REMOVED ALL TYPES {Work/HOME/CELL} 

Removing Cell Phone Consent

Cell Phone Consent Procedures

200

This document contains information and procedures for handling consumer and customer feedback and complaints. Name this link document.

Feedback/ Complaint Procedures

200

What is Cell Phone Consent and Why We Need It

10 extra ptns for the link document name 

This consent is to contact the customer on their cell phone via an automated dialer or pre-recorded messages service-related reasons, including things like fraud alerts, account updates, payment reminders, etc.; not for marketing purposes.>> 

Cell Phone Consent Procedures

200

Decline code 02 means what for the account card?

Merchant number is invalid (not 15 digits long or not numeric).

300

t/f> if the cm was vandalized, windows broken in to the basement that caused a flooding from the 2 day long thunderstorm, are we allowed to complete the late fee charge adjustment?

True> Personal catastrophic event caused destruction to house, land, premises, business, e.g., fire, localized flooding, etc.

Monetary Adjustment (LATE FEE Strategy) Procedures

300

Tell me all the information needed to add an Auth User

Legal Name, DOB,SSN, Physical Address

300

This document contains information and handling related to minimum payment due adjustments. What is the name of this link document?

Minimum Payment Due Adjustment (Skip Payment) Procedures

300

Cm inquiry is pertaining to disaster benefits however the cm is not enrolled and they have a flood with quick sand rising in their basement. What do you do? 

At this time, disaster benefits are not available for this event.

Disaster Procedures

300

What are the hours of operation for Billing Assistance-Dispute Initiation

24/7

400

T/F> We are no longer accepting new Discover Business Card applications.

true

Application Inquiries/Status Procedure

400

Authorization Procedures>
Airline, Gas, Auto Rental, Hotel and Cruise Authorizations greater than $(blank) must be escalated to CEG/Coach/TL to be removed

Airline, Gas, Auto Rental, Hotel and Cruise Authorizations greater than $1500 must be escalated to CEG/Coach/TL to be removed

400

This document: (What is the name for this link doc)

  • Has handling for promotions that do not have details available in Orion
  • Has details for promotions that are available in Orion

All Promotions Job Aid

400

What are examples of emergency circumstances that warrants a Forced Authorization? 

  • Disaster (e.g., flood, fire, hurricane, tornado, etc.)
  • Emergency Expenses  (e.g., travel needed due to death/illness, funeral expense, urgent care or house repairs, etc.)
  • Medical treatment and/or prescriptions 
  • Stranded (needs car rental/airline ticket/hotel)
  • Time sensitive expenses- e.g., repair/replace heater or refrigerator, utility bill (water/electricity about to be shut off), tax bill due (penalty will be assessed), etc.  
  • >>>>
  • Authorizations-FORCED Procedures
400

T/F> we are accepted in 200 countries and territories around the world and we’re always expanding our acceptance 

TRUE

Card / Merchant Acceptance or Terminal Issues Procedure

500

T/F>
1.) BIF- Balance in Full
2.) CRMA- Customer Relative Manager Agent 

3.) L/C- Late Change

4.) ORE-Operation Risk Event 

1.) true

2.) False

3.) true

4.) true

500

If a customer has a metal card what are the  instructions on sending the card to us to have it destroyed?

  • Advise the customer to NOT cut up the card.
  • Deactivate the card and send letter 102293.
  • Advise customer the letter will include a postage paid envelope for them to send the card back to us and we will have it destroyed.

    Card Inquiries Procedure
500

This document outlines handling for when a merchant does not accept Discover or their card is not working. What is the name of this link document?

Card / Merchant Acceptance or Terminal Issues Procedure

500

For emergency delivered cards> We can review the memos for the tracking information. The tracking information includes what? Hint link list 4 things total 

  • Tracking number
  • Zip code where the card was sent from (Salt Lake City (SLC)-84104)
  • Zip code where the card was sent to
  • Date the card was sent from the center to FedEx

    Card Inquiries Procedure
500

Name that tool> This tool can be used to calculate how long it will take to pay off your credit card with the Discover Credit Card Interest Calculator. Has a hint it will be found on Discover.com.

Credit Card Interest Calculator | Discover

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