Balance Transfer
true or false
if a cm calls in for a bt offer and theres none showing available, we can connect to the bt team so they can check in further for any promotions they may have
false.
If theres no bt offers on the bt screen, theres nothing the bt team can do to create one or look any further
What do we do with the call once the cm makes udaap remarks
keep handling the call. DO NOT CONNECT TO CEG.
fill out the complaint/feedback form for the call
cm calls because the payment they made was more than they meant to send. The want us to return it. What must we deduct from that payment before sending it back?
the minimum.
we can only send back the payment minus the min because the min must be met.
on what cycle will the account be reviewed for the first time to see if its eligible for graduation?
7th billing cycle
true or false
If the cm's name on the verification screen shows and initial. for the first name but they say their whole first name. we can accept it as long as it starts with the same initial.
false
if cm's name shows an initial, cm must state their name how its shown on their card.
customer states they accidently did two balance transfers and they would like to undo one. Both have posted to the discover account and the creditor. Can we cancel or undo one?
no, once the bts have been completed on both ends, the funds are now with the other creditor. The creditor must handle the issue on their end to see how they can forward those funds to cm.
Customer states that they want to dispute a charge but its still pending. Can you connect to billing?
NO, billing cannot initiate a dispute until charge has posted to the account.
do we have a dept that can tell a cm why their credit score changed on their credit karma?
no. there is no dept that can tell cm why it changed. they need to contact the credit agencies for those details
how many times will our system attempt to process the deposit to open their secured card?
Once. If a customer sends a security deposit and it gets returned (for whatever reason), we do not re-present it to the bank. Instead, the account will be closed
What is the reason for decline code 24?
EXCEED WITHDRAWL FREQ LIMITS
Excessive cash withdrawals in a day.
How long after posting can a balance transfer be disputed if creditor has not received the funds??
8 calendar days
when a cm states that they dont recognize a charge. what is one clarifying question we ask to determine if its a call for billing or fraud?
"have you ever done business with the merchant?"
what type of accounts are ineligible for raf(refer a friend) name at least 3
what can we provide the cm asks for more specifics on how to graduate?
they can visit Discover.com/securedFAQs or send the 'How to move to Unsecured card' eBrochure.
true or false
agent can release the last 4 of the account number if the cm has two accounts and we need to clarify which account they need assistance in.
true
Clarifying which account is being discussed when servicing multiple accounts.
Wrong BT offer used (i.e., customer used BT check with 4.9% APR for 12 months but thought the BT check was for the 0% APR for 12 months), could you connect to the bt team to fix/change it?
no, do not connect to the bt team
who do we connect the cm to if the cm asks
"if I close my account, how is that going to affect my credit?"
No department can answer that question. cm needs to contact the credit agencies to ask questions on how their credit is affected.
there is two payments currently under kitenet hold and customer requests to have one of the payments sent back to them. what should we ask before moving forward with this action?
if they have checked with their bank that both payments have fully cleared.
**if one or both payments end up getting returned, a payment that gets sent back would add to their balance because at that point the payment was denied by bank and therefore never truly received**
when sending a secured card check reissue request and cm asks how long does it take, what is the time frame?
***double points if you can break it down***
Up to 16 business days
it can take up to 10 business days to research, place a stop payment on the original check, and send the new refund.
once a travel notification is applied, how long does the cm need to wait until they can start using it?
there is no wait, the cm can start using it right away
What's the exception for disputing a BT when it has been less than 8 calendar days since the BT posted?
when the creditor's account number, name or address is incorrect
should you proactively offer to connect cm to a sup?
no, unless a sup is required for to take action on an account, or requested by the cm themselves, it should not be offered.
How are payments applied based on the payment hierarchy
out of a payment, the min amount will go towards the lowest apr on the account and anything above the min goes to the highest apr.
**if there are 3 types or more of aprs on an account, no amount of the payments will apply to those balances that are not the lowest or highest***
if pcm calls to close the account no longer wants the account and pcm has pending charges how long does the pcm have to wait for the deposit refund
1-2 billing cycles
Customer is calling about a low apr promo for purchases because theirs is about to expire soon. will their current balance go into that new promo is theres one available?
no, the current balance falls under the terms of the promo they were done through and it will go to it's go to rate