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CM calls in to make a payment on the account. However, the account is 46 days Delinquent. Which department would we transfer this call to?
CMA - Delinquent Account
CM has 4 transactions from Apple.com and they only recognize 3 of the transactions. How would we handle this call?
Have the CM contact the merchant to see if they can explain and/or credit back the unrecognized charge.
CM wants to redeem their Miles points as an electronic deposit. Where do we transfer to?
ACT - All Card Types
CM states they would like to close their account :(
Where do we transfer to?
If eligible, Retention.
If not eligible, handle frontline :)
CM calls to redeem Cashback as part of a payment on their Discover IT card. Where would we transfer this call to?
Nowhere! We handle this frontline :)
CM calls in stating they recently lost their job and are unable to make their upcoming payments. What department would we transfer to?
CMA Current (Not Delinquent)-Pmnt Assist Hardship
CM states they cancelled their subscription with Netflix, but they are still being charged. What department, if any, do we transfer to?
Billing Assistance - Dispute Initiation
CM states they want to use one of their current Balance Transfer offers to pay off their Home Depot credit card. After reviewing the account, you see they DO have an eligible offer. Where do we transfer to?
Balance Transfer
CM calls in and states that Discover is corrupt and stealing from their customers by assessing such high interest rates. Where we would we transfer this call?
Warm connect to CEG 8am-1am ET Daily.
CM calls in stating their card is being declined. The account status is Normal. Where do we transfer this call?
Nowhere! We handle this frontline :D
CM calls in to change the address on their account. However, you notice the account's External status is Charged Off. What do you do and what department do you transfer to?
CMA - Charged Off Status
CM is requesting a receipt for a recent gas station charge that has posted to their account. CM stated that the merchant is unwilling to provide a copy. What department do we transfer to?
Billing Assistance - Request Copy of Receipt
CM states they want to initiate a Balance Transfer offer to pay off their American Express card. However, there is NO eligible offer showing on F6. Do we still transfer? If so, where to?
Explain to the CM that at this time there are no active BT offers on the account. Encourage the CM to check back with us in the future.
CM states they would like a lower APR for future purchases. How do we handle this call?
Check APR screen for eligibility. If eligible, xfer to APR team.
If not eligible, explain to CM to check back with us periodically for an eligible offer.
CM states their RAF (Refer a Friend) Link isn't working even though we followed the doc and determined that CM is on the correct page. Where would we transfer this call to?
eSupport
CM calls outside of CMA hours to edit a payment previously set up by a CMA agent. What department do we transfer this call to?
CMA Off Hours - Edit Scheduled CMA Payment
Where do you transfer a CM that wants to speak to a supervisor, specifically regarding a Billing Dispute?
Billing Assistance - Dispute Resolution
CM calls in and states that their card declined in multiple stores. After reviewing, we see Decline Code SC. How do we handle this call?
CPS - (Fraud Prevention) Authorization - Decline/Removal
CM calls in with a MORE card and wants to convert it to a Discover IT. Where do we transfer to?
Let the CM know that we do not offer card conversions at this time, but they can apply for an IT card if they'd like.
If they want to apply for a new card, get to Acquisitions.
CM calls in asking to change the address on their Personal Loan. Where do we transfer to?
Personal Loans - Servicing Existing Loan
Third Party calls in at 7:35pm EST to report the passing of a Discover cardmember. What department do we transfer to?
Since the DAS team is closed, we would need to fill out the Deceased Card Member form found in the Deceased Customer Procedures doc in Link'd.
CM is requesting a Spanish interpreter to discuss their security dispute with them. Who do we transfer to?
Spanish - (CPS) Security
CM states they want to use their Discover card to pay off some Student Loans. What do they need to have on their account to do this?
A Balance Transfer Offer :D
A CM is calling in to make a payment. The bank they want to use is on the Prohibited List. CM explains they spoke with their bank and got the issue resolved. What do we do?
Transfer to Prohibited Bank - Payment Review :)
CM applied for a Discover card online and wants to cancel their application. What do we do?
Transfer to Credit Ops (NewAccnts) Pending/Cancellation Requests