Account Center
After how many attempts of the CM failing to create a user id will lock out the account center?
How many late fee/interest charge adjustments are allowed in a 12 month period?
3
What is the fraud protection verbiage? Verbatim
You're never responsible for unauthorized purchases on your Discover Card.
Can you delete private notes after you send them?
No
How many failed attempts does a CM have before being locked out of the ProtectBuy process?
They will be locked out after 6 failed attempts
What accounts are not eligible for SSO?
Joint Discover credit card accounts, Discover It Business Card accounts and Corporate accounts
What two situations is it okay to pro-actively waive any general fee?
Discover Card error
Disaster Benefits invoked
True or False?
It is a defect if you got permission to speak to a third party and you go through the regular verification with the third party?
True
Is there a way that agents can get pop-up notifications or sounds?
Yes, Within FreshWorks under your Profile menu, you can change your notification settings and choose 4 different notification options, depending on what you wanted to be alerted to. You’ll want to make sure desktop notifications are enabled within Chrome in order for it to work correctly.
If a CM had an ANR, what are the steps if they want to log in and they have the User ID and Password from the old account?
Have them log in to Discover.com (NOT the app) with the same information
What account status' are not eligible to register online?
Authorization Prohibited
Bankrupt
Charged Off
Fraud
Interest Prohibited
What is the process when you need to complete a adjustment on a fraud account?
Complete the adjustment on the new account. IF that is completed on the fraud account, it will not transfer to the new account.
What are the outbound call talking points?
•Give your first name (last name optional) and advise you are calling from Discover Card/Discover Bank ◦You may give the specific unit you are calling from, e.g., Discover Card Billing Assistance.
•Provide recording disclosure: “This call may be recorded.”
What is the length of history the events timeline holds?
13 months. That information will persist for future conversations as long as the CM doesn’t clear their cache and cookies
What are the steps if the CM is getting a general error when in the process of linking with PayPal?
Customer should attempt again
When you click on the "Manage" tab on D.com, what are the 6 main (bolded) categories?
Missing card, Manage cards, Features and Benefits, Credit Options, Communication, Digital Wallets.
If a CM has a minimum payment of $35 but only makes a $20 payment but CM thought that the credit they got was going towards the minimum payment, can we waive that late fee for them if it is not system recommended?
Yes
Qualifying Extenuating circumstance: Customer expected credit to apply towards minimum payment
Defect?
Agent: You can sign up for the 5% reminder as a text message online so you never miss out!
Yes, there is no text alert, only email
On ABC what are the steps if the CM needs to speak to CMA?
Do not transfer ABC convos to CMA/Deposits/DPL/DSL. Direct the customer to call if they need assistance from one of those groups.
What card types can NOT be added on Google pay?
Business and Corporate cards
What character's CANNOT be used when creating a User ID?
(‘) (\) (“) (`) (< or >) (;) (=) (-)
Spaces is a given if not said.
What Discover card type gets charged an over limit fee?
Legacy DBC
What are the Foreign language requirements?
-Must be 18 years and older
-The PCM must give permission on English
-Must read the disclosure
-Memo the account
What are the step for after hour transfers?
-Send the after hour CAN (includes informing the customer that it is outside of the department’s hour of operation, that you will be transferring them to that group and they will respond when they get in. Also, inform the customer of the group’s hours of operation, along with the phone number if they wish to call.)
- Click on the “Resolve” drop down and select “do not auto-resolve”.
-Assign to the AFTER HOURS for the department you are transferring to
How long can a CM view a closed dispute online?
180 days