Esolution
Handle the call, verify user id/email, unlock account and then send temp password. Have cm check for email and that they can get in!
Cm see's $1 authorized and credited back to their account.
Zip code could be wrong
making sure the card is valid
the card is stored in their system
Cm calls in upset and using inappropriate language
Acknowledge customer concerns, explain you are here to help, and ask them to stop the inappropriate behavior. If it continues escalate call to CEG
Cm is new to Discover the account has been open for 15 days and didn't receive their card. What do you do?
Warm call to credit op new account and ask them to send welcome letter. Frontline send terms, rewards info, privacy policy. Queue account to send card in 3 days
cm calls wants to set up a balance transfer but there's no offer available
acknowledge they want to set up a BT and apologize that we are unable to unless there's an offer
the cm is having trouble REGISTERING their account online...what do we do?
DO NOT TRANSFER- you can complete the registration on your end.
CM calls in about recurring charges on the account that they want cancelled.
Ask if they contacted the merchant. If yes get them to billing assistance
Cm is threatening you or themselves what do you do?
Immediately contact a TL. Document the phone number displayed, the account key, time of call
cm called card was not working in store or online
verify the card is valid
T/F: A cm can transfer a balance from one Discover account to another
False
The POA is calling in and wanting access to the online account, the PCM is NOT available
We can't help offer to submit feedback
CM wants more information on dispute that has already been processed.
Send to billing resolution
Should we use pronouns when speaking with a cm
No
TP found a cm's wallet and wants to let someone know
Select TP, click finish, Queue acct to LS CARD FOUND BY 3RD PRTY/MRCH . make sure Queue is for the same day
Bt posted for 5 days and creditor didn't receive what do you do?
advise to allow a few more days (3 days) for the other company to receive the funds if it's still not received have them go to billing
AU/ TP wants to get into the online account and the PCM is available. What do you do?
Keep the call, ask to speak to the PCM, read the disclosure in eSolutions. Assist with getting into the online account.
Cm is calling in to let us know there are charges on their account that they do not recognize, upon asking questions, you learn the charge is pending and they HAVE worked with the merchant before. What do we do?
KEEP THE CALL- ask the cm to contact the merchant and once the charge has posted, if the merchant is unable to help, then have them reach back out.
Cm calls in to update contact information, check available balance and get a new card sent out. You can hear a lot of background noise and the cm sounds hesitant over information being provided. (You deeply believe its a FRAUDSTER)
customer calls in and their account is suspended/revoked and asking why
check memos see who closed account. if possible transfer call to proper department or handle front line based on memos
T/F: We are able to waive BT fees
False
cm says they are locked out but you don't see any attempts in eSolutions
verify the cm is putting in the correct user id and it says credit card
An "authorized user" who was recently removed bought a PS5 on the card (online). PCM had no idea this had happened.
KEEP THE CALL- apologize and advise that the PCM get the card, they are still responsible for the charge in question and we can offer to change account number
A caller acts like the PCM and at the end of the call you realize it was a TP what do you do?
Immediately report the incident by completing the Information Security Event Form.
For more information on this form, see the Information Security Event Procedures
cm comes in unauthenticated you looked up the account with their full number and can't find anything
try searching their full SSN or phone number
What's the limit to transfers a cm can do?