Debit Cards
You have just performed a limit increase for a POS transaction for 14k for an account holder on the line. What 2 things should you advise the account holder about?
- Increase is only guaranteed to be available through 3:00 a.m. ET and then will decrease to standard limit.
-It could take 5-10 minutes for the increased amount(s) to become available.
An account holder is wondering what options they have for depositing their money into their Cashback Debit Account. What are ALL the options we should inform the account holder?
A customer calls in at 6 am EST on a Saturday to open a trust account. What do you do?
Provide the trust phone #866.515.5283 and advise CEG hours of operation. What are the hours of operation?
You've just updated a phone number for someone in Atlas. Where should you go now to ensure there won't be problems with that number in the future?
Updating mobile consent in customer maintenance and releasing channels in Atlas Manage Account Center
Account holder has called in requesting a POS limit increase, in the transaction history you see an ACH deposit in the past 10 days. Is it okay for you to process the limit increase request?
No, you should not process it yourself
What department would you transfer the call to?
BFU
True or False? Account holder has just moved and has lost their card in the process, you've updated their address in this same call. A new card will automatically be sent to the new address on file.
False
What steps need to be taken to issue a card to the new address?
A customer is calling in for a debit card decline when he is trying to set up an international transaction. The decline code is not showing in Payments one. What do we need to advise the customer?
1. Typically if we are unable to see the decline on our end this is due to the merchant not accepting discover debit card or there is a problem with the transaction going through.
A customer calls in to report a death on their account - which department should we transfer to?
BCT - Beneficiary Care Team
Account holder just got married and is updating their legal name. After have submitted the high security update, what should you advise?
Documents needed to complete the change
Timeframe for processing
Where they can submit the documents back to us
True or false. Once an account has been closed we can reopen the account at customers request.
False.
We are unable to reopen a closed account unless it was due to Discover Bank error.
What must we advise the customer after we have reset the PIN?
Advise the PIN set/reset can be done Via
- Mobile App
- Online Account Center
- IVR
A customer calls in stating they are worried about their trial deposits and fear it may be too late to submit the amounts, it is day 15 of having the trial deposits received. What can we inform the customer?
Trial deposits expire after 19 days, on the 20th day the ah will have to restart the external linking process.
An account holder calls in to place a stop payment on an official Discover Bank Check, how should Front Office proceed?
You just updated the customers address. The customer is satisfied and ready to disconnect the call. Is there anything else you should advise prior to disconnecting?
The customer can expect a change of address letter in 5-7bd
The changes to the profile are available online for self servicing also
A customer calls in regards to a Levy - how should we proceed
transfer to CEG
A customer is calling in from France and wants to know the accepted locations outside of the U.S for Discover. What should we advise the Account holder?
A customer calls in to inquire what options they have to to sign the Signature card - what do we advise?
Customer calls in to inquire about opening a cash Back Debit account. We thank them for their interest and get the call over to Acquisitions to further assist. Was this handled correctly?
No, a cbd application must be applied for online.
We have the option to be able to direct the customer online to the application and assist them with any questions they may have
A customer calls in and their account states dormant. What do you do?
Provide the customer the account balance during the phone call
Let the customer know how they can prevent dormancy in the future
Make sure to update LDOC
A customer calls in wondering why the his account is negative with ODP. What should we check and advice the customer?
Agent should check to see if transaction is eligible for Overdraft protection - what transactions are eligible for ODP?
If transaction is eligible then agent should inform the account holder Overdraft Protection will be triggered once the account hits negative (-) $10.01 and will only sweep from the funding account to the protected account once per business day at 8:00 p.m. ET.
When placing an expedited debit card order, you realize the customer has 2 active debit cards on their account. How should you proceed?
What time frame do you provide the customer?
Mon-Friday before 12pm ET - Next Day
Either Mon-Thurs after 12pm ET or holiday - Day after next day
Friday after 12pm ET / Sat or Sun - Tues
A customer called in to get an expedited check sent to them. What can you advise?
Check will be sent via fed ex (it will not require a signature)
We will get a tracking in approximately 48 hours
The check takes 3-4bd for the customer to receive
A customer calls in to pay off the negative balance on their closed charged off account. Do you transfer the call to collections?
No
Should you provide anything else?
Advise account owner:
Advise account owner that payments can still be made via check to resolve charged-off balance.
A DPL Customer calls in to update their contact information, the agent transfers to DPL - was this handled correctly?
False
A customer has a cbd account but wants to know when they will receive their statement via mail. What do you advise?