Link'd
In which Link'd article will you find the info you can and cannot release to the customer
Release of Account Information CSE Procedure
What 2 tools do you use to find articles to help you with call handling
Link'd and ask action
What year did Discover launch nationally in the US
1986
What is the latest Disaster Benefit that was activated
Texas Severe Storms, Straight-line Winds and flooding
When reading disclosures what are you suppose to do to ensure staying compliant?
Read the verbatim accurately and exact
In which Link'd doc will you find the timing for Imatter disputes to be submitted
iMatter Disputes Job Aid
What tool do you use to help customers with password resets, seeing if they have logged in recently, and what their user ID is?
Esolutions
Discover was created by a subsidiary of who in 1985
Sears
When did the link'd article for Missed Payment Notice Send in Error
Friday June 13th
True or False:
When reading a CBB amount, you have to read the amount exact or you will receive a defect. This includes adjusted amounts and accumulated amounts
TRUE
In which Linkd doc would you find the Valid Text Alert Numbers that Discover texts our customers from
Email/Text Services Base Doc
What tool do you use to ask questions and receive help from a live person (coaches) to help you on your calls?
Expert Chat
When did the Grand Opening of the full Chatham Customer Care Center take place? (month and year is acceptable)
August 2022
What are the 3Q CBB Categories
Gas Stations & EV Charging, Public Transit, and Utilities
If an account is closed but the CM calls to change the address do we still update the address, why or why not?
Yes, to ensure they still receive correspondence regarding the account
In which Link'd doc would you find the CTI and CRMA options for call connects (shows you the Category and the Department within the category)
CTI and CRMA Options CSE Job Aid
What tool do you use to listen to your own calls?
Verint
When did Discover open its newest location for Customer Service Center in Whitehall Ohio? (month and year is acceptable)
July 2024
When did the Charity Redemption Retirement occur?
June 18th 2025
If a customer calls in using a relay service how do we service these calls?
Handle relay service calls as normal, like we are speaking to the customer not a Third Party
In which Link'd article would you find where to transfer Law Enforcement when they call?
Customer Protection Services (security) Procedure
What tool do you use to create a profile, connect with others within our organization, and our of our organization, take development courses, network, and look for jobs
LinkdIn Learning
What is the city and state for Discovers 1 and only physical bank branch located
Greenwood Delaware
Where do you go to access Link'd article updates?
The Inbox on Link'd
True or False:
If a card member calls in and wants to know their available cash advance it is okay to round up (they have $1913.33 available and you can said about $1914.00)
False, you MUST read the exact amount to the cent