Promotion Inquiry
Customer calls inquiring about an OSA promotion but does not have a promotion code on hand. Per procedure what tool do we utilize to determine current offers available to the customer?
Deposits Current Agent Offers
AHCI to send funds to an external bank account. Per procedure how do we assist the customer with an ACH transaction?
Advise account owner to complete steps in the Online Account Center
Customer calls in due to failed login attempts and requests their userid. Per procedure after what level of verification can we release user id?
Second level verification
Per procedure where do we go to assist with customer login troubleshooting?
Manage Account Center (Know Me Screen)
Per procedure, How many days prior to maturity can the customer provide instructions on a Certificate of Deposit (CD)?
30 days prior to maturity
Customer recently opened an OSA and is inquiring on promotion attached to account. Upon checking Atlas we determine that Offer Code was not applied during application. Per Procedure, What are our next steps?
If CEG is available xfer the call and notate promo code in Atlas
If CEG is not available submit MR with offer code attached. Notate Atlas with valid offer code.
Procedure: Promotion Bonus Inquiry & Dispute Deposits/Retail Branch Procedure
Customer calls in to request an official check to be made out to a third party and wants it sent to an address that is not on file. Per procedure, How do we assist with this customer's request?
Advise the customer that checks made payable to a third must be sent to the existing address on file.
When can release a phone number to the customer?
Last 4 digits when required by disclosure
Full number when reading Mobile Consent Disclosure
Per procedure, What department do we transfer to with a lockout status of Temp Lock?
Call should not be transferred ( Front Office Handles)
What four ways can a customer add funds to their CD during maturity?
Wire
Check
Internal Transfer
ACH
Customer failed verbal password and second level verification, per procedure what are our next steps?
Transfer call to BFU
Per procedure, After what level of verification can release Mother's Maiden Name on file?
We cannot release MMN.
Prior to cancelling account center access, per procedure, what must we advise the customer?
SSO accounts will be cancelled
Billpay and Funds Transfer should be cancelled before cancelling access (Bill pay can only be cancelled by the same person that made it.)
Per procedure how many times can a customer put in renewal instructions during their grace period?
one shot only
After what level of verification can we unfreeze an account placed by the customer?
Second level verification
AHCI to internally transfer funds from a CD that was opened 6 days ago to their OSA. Per procedure how do we assist the customer?
Advise account owner transaction cannot be completed at this time.
Power of Attorney calls in requesting to know address that is on file. Per procedure when are we able to release this information?
Required by disclosure or procedure
Outbound call and need to confirm mailing address for servicing
Customer calls in stating they just updated phone number but they are unable to log in. Per procedure what can we check in Manage Account Center to ensure customer can receive security codes?
Out of Band> Release Channels
Customer's CD is in its grace period but notices that today's interest rate is higher than her date of maturity rate and would like to get the highest rate. Per procedure, how is account owner able to receive higher rate?
A new CD should be opened and original CD should be closed.
Customer has a Cashback Debit Account that was opened 29 days ago with an active debit card, per procedure how do we second level this accountholder?
Move to OOB
AHCI for availability of an ACH that was scheduled at an external institution . Per procedure when would funds be available?
100% of Business Day of Deposit
Per procedure what information can we provide to another Discover account manager with accountholder on hold?
Account owner full name
Account numbers
Application id
Customer information file (CIF)
Inbound ANI
Social Security Number (SSN
Customer calls in due to be locked out of online account center. After review we see there is a Temp Lock and under System Memos there is a TMX EXTERNAL ACCOUNT PROVISIONING MEMO. Per procedure, how do we handle this call?
Transfer to BFU
Per procedure how many days prior to maturity can a check be received for a CD renewal?
10 days in advance