Is it Fresh?
When a chat comes in unverified, what information do we ask the CM for to locate their account?
Name and Zip Code
CM lost their job and is having trouble making a payment. Who do you transfer to?
CMA Open File
CM needs a current balance letter sent by fax.
This can be handled via messaging.
CM calling in about an unauthorized transaction.
CPS / Security
The Apple Business Chat that just popped up can't be verified after clicking the 'authentication' button. What's your next step?
Call in or chat using the other method
CM said "it's not fair that I was charged a late fee." What team does this get sent to.
CSE - Sup Gate due to UDAAP language 'it's not fair'
The CM needs help with SCRA, Servicemember Civil Relief Act
The CM needs to update their address
Self Service online or call in 800-DISCOVER.
The Authorized User is asking you to confirm the balance on the account? Are you allowed to provide this information to them via messaging?
Yes.
CM would like an update about their dispute? Who gets to help?
Billing Assistance Resolution.
You get a request to cancel a Balance Transfer that the CM just submitted online
This can be handled on messaging
CM needs help with their checking account? Who does this get sent to?
CM requests to close the account and is retention eligible.
This can be handled via messaging, but you would pass this to level 2.
You see that they have a credit card, but the CM indicates that they received a letter about a Discover Checking account that they didn't apply for. Where will you transfer?
BFU (Bank Fraud Unit)
The CM who you are speaking with is needing balance transfer checks.
OOB (Out Of Band) codes can be sent to a phone number on file, but not an email address via Messaging. CM just updated their phone number and needs a code sent there. What's your next step?
They need to call CPS