Reject those Defects

Compliance

100

When there is more than one person on the line what disclosure must we provide? 

• If account owner #1 calls, then hands phone to account owner #2 during call, account owner #2 must be authenticated and advised call may be recorded (move to Disclosures and Voicemails Deposits/BFU/Retail Branch Job Aid).
• If account owner #1 calls, then hands phone to TP during call after they pass authentication, no further authentication is required. Advise call may be recorded (move to Disclosures and Voicemails Deposits/BFU/Retail Branch Job Aid).

200

When speaking with an applicant we need to confirm what information before advising there is an application? 

First and Last Name

Full SSN/EIN 

Date of Birth 

MMN

300

When a customer calls in and we need to proceed to verify the customer, can we release the last 4 digits of their phone number? 

No 

we can only release as follows:

Last 4 digits when required by disclosure 

Full phone number when reading Mobile Consent Disclosure.

400

A customer calls in stating the previous agent was rude and would like to submit a complaint. What steps do we take? 

We apologize for the inconvenience and proceed to review the notes in atlas to find the previous agents RACF. 

Then proceed to submit a complaint within the feedback/complaint tracker in atlas regarding the previous agent. 

If customer request supervisor, transfer to CEG

Talking points

100

A customer applied for an OSA however the application fell out for Address verification, we are not able to verify the address using our tools. What must we advise to the customer next?

1. Advise applicant to submit address documentation via (move to CB Acceptable Required Documentation Base Document).
2. 
   
   • Fax
   • Mail
   • In person at RB
   • Secure Document Upload (SDU)
3. Advised to follow up within 2-3bds 
4. End

200

When opening an account for an existing customer, what are the items we need to verify?

What is?

Address

Phone number

Email Address

Citizenship Status 

Employment Status

400

If Potential joint owner is not able to be added online successfully what is the next step, we take? 

Advise account owner:

• Complete Add a Joint Owner Authorization Form 
• Send JO identity verification documents (refer to CB Acceptable Required Documentation Base Document).
• Return completed form and identity verification documents via any: 
• 
  
  • Fax
  • Mail
  • Secure Document Upload (SDU) 

500

What type of balance is provided to the customer when closing a cd early?

Net Balance: Current Balance + Interest Earned but not yet paid - EWP.

Very Demure (security)

100

What procedure states the correct order of second leveling a customer and what is the order?

Authentication and Verification Deposits Procedure

XID, OOB, OTP

300

In what procedure states what items need to be verified before acknowledging an application? & What are the items being verified?

• First and Last Name
• Full Social SSN/EIN
• Date of Birth (DOB)
• MMN

Very Mindful(procedure)

100

When a customer calls in to update their phone number what is the next step, we should take to prevent future issues? 

1. Make sure Second level is complete.
2. Click Out of Band > Release All Channels.
        System Location: Atlas > Know Me > Manage Account Center.
3. Advise account owner to complete OOB via Account Center.
4. End.

200

If a customer provides partial of their password, are we able to accept the answer? What step provides us the answer?

Step 8 and no we need to complete second level

300

When a customer calls in about there Zelle Limit what are we only able to provide? 

What is 

Daily Default Limit 

Transaction Default Limit 

Procedure: Zelle and Customer Service Tool Deposits/BFU Job Aid

400

What is the procedure's name for handling debit card transactions that involve 100/102 codes?

Declined Debit Card Handling Deposits/Retail Branch Procedure

500

If a customer called in having issues adding an EFI and you are able to see in the notes the EFI failed due to TD Suppressed. What would you advise the customer to do?

• Explain that the linkage of external accounts could not be successful at this time.
• Use other methods to move money. Refer to Money Movement Deposits/Retail Branch Procedure.
• Let customer know that over time they may be able to securely link the account as they move money using other methods.

Disclosure by Latch

100

When a customer calls in asking about FDIC coverage, what disclosure must we provide? 

FDIC Coverage Disclosure: "Discover Bank is a Member of the Federal Deposit Insurance Corporation ("FDIC"). The standard FDIC deposit insurance amount is $250,000 per depositor for each ownership category. The FDIC provides separate insurance coverage for funds that depositors may have in different categories of legal ownership. The FDIC refers to these different categories as ownership categories. For more information about FDIC coverage, including if you need assistance calculating your coverage, please contact the FDIC directly. Would you like the website or phone number?" If YES: "The website address is fdic.gov/deposit. (Optional) The website address for the calculator is edie.fdic.gov. The phone number is 1-877-275-3342 (1-877-ASKFDIC).

200

When updating a phone number what disclosure must we provide if listed as a mobile device? 

Do you agree Discover Bank, its affiliates, and agents may call you, including text about any current or future accounts or applications, with respect to all products you have with Discover at any phone number you provide , and in addition you agree Discover may contact you using an automatic dialer or pre-recorded voice message, even if your phone provider may charge you for calls or texts.