Authorized Users
Can an authorized user use CBB as part of a payment?
No. Authorized users cannot use CBB for payments
Can a POA give permission for a TP to speak to us over the phone?
No. We cannot use POA permission to speak to a TP on the account.
Third party is calling in to make a payment on the account and wants to know what the due date and min are. The PCM isn't available to speak to. Are we able to take that payment, disclose the due date and min due?
Yes. We can take the payment and disclose the min due and due date as long as the TP is making a PBP.
When are we able to disclose the CM address over the phone?
When required by a scripted process or on an outbound call to confirm we have the correct mailing address.
Can an authorized user remove themselves from an account?
Yes, they can remove ONLY their name from the account.
Can an authorized user request a freeze on the account?
No. Authorized users cannot freeze/unfreeze accounts.
Can a POA freeze/unfreeze the account on behalf of the PCM?
Yes.
A TP is calling in without the PCM on the phone. TP states that the PCM called in yesterday and gave permission for them to call in today to discuss the account. Are we allowed to talk to them?
Yes, only if there are notes on the account documenting we got permission. However, we are only allowed to discuss the account with the TP on a one-time basis and only go over the information stated in the account memo.
CM is calling in needing assistance on both their discover accounts. Are we able to disclose the last 4 digits of their account numbers to clarify which account we're currently talking about?
Yes. As long as the CM has been fully verified on both accounts, we can use the last 4 digits of the account numbers to clarify account conversations.
PCM and SCM are getting divorced. PCM wants to remove the SCM from their account and make it an individual account instead of a joint account. Can we remove the SCM?
No. We cannot remove the SCM from the account. PCM would have to close the account and apply for a new account.
Can an authorized User file a dispute with Billing Assistance or CPS?
Yes. Authorized users can report charges as fraud and open up billing disputes.
Can a POA make purchases, cash advances and balance transfers on the account?
No. POAs cannot USE the card, they can only handle specific admin and maintenance tasks.
An agent from Bank of America is calling in to verify funds on a balance transfer check they received. We have no notes on the account from the PCM/SCM allowing us to speak to them. Are we allowed to speak to them?
Yes, but only to verify the BT check. Pull up the checks procedure doc for more info.
In what specific situations are we able to disclose the full phone number to a CM?
Mobile consent scription, OOB Disclosure and confirming the phone number when sending cards via card confirmation screen.
Are we able to disclose the bank account number and routing number to a CM over the phone when discussing a past payment?
No, we cannot. We can only confirm the numbers after the CM has provided it to us.
Can an Authorized user update the address and remove the "Get New Address Flag"?
No. Authorized users cannot update address/emails/phone numbers on the account and remove the get new address flag.
Can a POA request the full account number when needing to do a merchant refund?
No. POAs are never to be given the full account number under any circumstance.
TP is calling in wanting to dispute a charge on the account as "Do Not Recognize". Are we able to assist them?
Yes. TPs are able to dispute charges as "Do not recognize" and "unauthorized" only. We would connect this call to billing initiation.
A CM is trying to make a return at a store but needs their full account number from their old lost/stolen account for the merchant to refund them. What do we do?
Ask the CM for the specific transaction information. If we're able to find the charge on the old account, we can disclose the full account number to the CM.
You get a call from a CM using a relay service (service for hearing impaired individuals). Can we speak to the Relay Service provider about the account?
Yes. We treat relay service calls exactly like we are speaking to the PCM directly. In the verification box, hit additional caller and record the service providers name and/or employee ID if provided to you.
Can an authorized user request a credit balance refund check be sent?
Only if there is a true credit balance on the account. Check will be sent in PCM name only. Any other circumstances (overpayment, double payment etc ) an AU cannot request a CBR.
Can a POA close a discover account without the PCM/SCM permission?
Yes, POAs can close the account. Instead of checking to see if the account is retention eligible, we close the account frontline.
PCM calls in and adds a TP on the line. They want to give us permission to talk to the TP about the account. What must we do?
Give the call disclosure when the TP is added to the call. We also must document the TPs name and relation to the PCM. We also must ask the PCM "Do I have your permission to discuss the account and make changes as necessary with "XYZ" on the line?". Make sure to document what permissions you received from the PCM in the memos.
A customer calls in saying they spoke to an agent the other day and need their full name to file a complaint. You see their racf as Anunya1. Can you search for their full name and disclose this to the CM?
No. We are not allowed under any circumstances to release an agents racf or their full name to a CM.
Authorized user is calling to make a payment and you get to the payment confirmation screen. Are we able to confirm or read that email address to the AU?
No, we cannot read or confirm the email to the AU. However, we can ask if the AU wants an email sent to them for payment confirmation. Putting the email in the confirmation box will send a one-time email and not update the email address on the account.