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
Per procedure, after what level of verification can we place a stop payment?
First Level Verification
Per procedure, after what level of verification can we increase the debit card spending limit?
Second level verification
Per procedure where do we go to assist with customer login troubleshooting?
Manage Account Center (Know Me Screen)
Per procedure, Where in the OAC can a customer go to set maturity instruction?
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
What three things can we place a stop payment on?
Automated Clearing House (ACH)
Checks (Official, Personal and Bill Pay)
Reoccurring, preauthorized debit card transaction
Per procedure, before moving to Payment One to increase the limit, what must we advise the customer?
Advise increase guaranteed through 3:00 a.m. ET and then will decrease to standard limit.
Per procedure, What department do we transfer to with a lockout status of Temp Lock?
Call should not be transferred ( Front Office Handles)
Per procedure, what maturity instructions can the AH place online?
Reinvest full CD account balance into a new <term listed> month CD
Change term and/or balance amount
Maturity Instructions Deposits/BFU/Retail Branch Job Aid
Customer failed verbal password and second level verification, per procedure what are our next steps?
Advise customer you are unable to locate the account at this time and to call back
Ahci is requesting to place a stop payment on an official check she requested yesterday. What procedure should you pull?
Call Transfer Guide as Stop Payments for official checks go to CEG.
The customer met the requirements for a POS limit increase. In which field(s) do we adjust the amount of the limit increase?
Purchases > Online Daily - PUR040 section
Total Debit Activity > Online Daily - TDB040 section
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
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Advise account owner transaction cannot be completed at this time.
AH has been with Discover for 4 Months and is calling in to increase the spending limit on their debit card to purchase a new car. They recently got married and had a name change in the last 30 days. Per procedure, what is our next action?
Check if the account had a recent deposit return in the last 90 days.
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
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100% of Business Day of Deposit
Customer just spent $5,000 on a shopping spree and wants to increase POS limit to $15,000. The customer has $30,000 in available funds and wants to buy a car today as well for $11,000. What is the limit we can increase to?
$15,000.
Leaving the account holder an available balance of $10,000 left to spend for the day to reach his max daily spending limit of $15K.
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
Customer called in to set maturity instructions for renewal. As we are checking Service Request History we notice an AccClosureErlyWdrw SRs in an Open Status. Per procedure what are next steps before we set new renewal instructions?
Contact TL/TC for assistance to close SR request(s)
Procedure:
CD Renewal & Maintenance Deposits Procedure