Grapes
what tool to use to find how long a department is open/ hours of operation?
phonebook
t/f>If the ‘Connect’ button displays when completing an action (e.g. failed authentication), use it to connect the call instead of CTI or CRMA
true
What is the name of the link document that does the following: This document provides information for using the Call Transfer Information (CTI) function in Orion and CRMA.
Call Connection and End Call Procedures
T/F>The external and internal status of an account is located in Orion on the F1-Account>Page 1 screen listed as Account Information.
TRUE
How can you find out if the cm was transfered
f12> memos
Account Status shows "Charged Off" where do you xfer to?
CMA> Charged off
T/F> Can you warm xfer to Balance Transfer
false> cold only
Cm needs to know the payment overnight address, who do you xfer the call to?
NOBODY! but you can kindly release the information to the cm
Cm calls in to inform you the LIR has pending and wants to know what to do. Where do you xfer the cm to?
CRMA: LIR Pending Apps | Cold Connect
cm calls in needing a discover home loan, how do you xfer the call?
CTI: Bank Operations/Discover Home Loans>Request New Loan/Service Existing Loan | Cold Connect
CRMA: Discover Home Loans>Request New Loan/Service Existing Loan
If the account status shows "Bankrupt"
CMA> Bankrupt> cold connect
CTI: CSE Specialty>Account Ownership>Dispute | Cold Connect
CRMA: CSE Specialty>Account Ownership Dspte | Cold Connect
How do you transfer the cm to TransUnion Credit Bureau
you don't you give the cm the number for TransUnion
cm stated they have a SSN alert how do you transfer the cm?
CRMA: CSE Specialty>Social Security Number Alert | Cold Connect
cm is retention eligible and wants to close the account how do you xfer the call?
Use RETENTION ELIGIBLE BUTTON in Orion | Cold Connect
What is a cold connect/xfer
sending the call through to the next rep/agent without introduction
T/F> Is CEG warm or cold xfer
BOTH!
CSE Specialty> CEG (8am-1 am ET daily)
Limitations: See applicable Procedure Document to determine if the call should be Warm or Cold connected
How do you transfer to the CMA department for a delinquent account
CTI: CMA>Delinquent Account | Cold Connect
CRMA: CMA>Delinquent Account (use only if CTI down) | Cold Connect
How to transfer to the Discover Gift card department
CSE Specialty>Discover Gift Card-No Partner GCs | Cold Connect
CM has inquiries with wallet protection, how and where do you transfer to
DPS> Department name
Products>Wallet Protection-Service
If the Account Status shows "Auth Prohibited" where do you transfer the call to?
CPS> cold connect
How to xfer to home loans
CTI: Bank Operations/Discover Home Loans>Request New Loan/Service Existing Loan | Cold Connect
CRMA: Discover Home Loans>Request New Loan/Service Existing Loan
no you can not
How to xfer to the Credit Ops for a New Account that is pending?
Credit Ops (New Accounts)-New Account Pending App | Warm Connect
If the cm never applied for a discover account but you can clearly see the account is in orion what should you do?
Warm connect to Customer Protection Services (CPS). See CPS (Security) - Fraud Prevention