Show:
CB Consumer Feedback/Complaints /Consumer Identifications
Inbound Call Authentication
Confirming and Providing Information
Notes Deposits/ Bfu
Disclosures
100

How do you access the DCC consumer feedback/complaint tracker?

In link'd through the hyper link in the CB consumer feedback/complaint procedure or through webtools

100

A customer calls in about an application you locate it but see its fraud high. What would be your next step? 

1st level through the application and send to BFU applications review.

100

an account is under review or has an ongoing investigation what can be provided? 

No information can be confirmed until review or investigation is complete, End.

100

True or false We should notate in almanac and atlas regardless of the fallout reason in Almanac (IE Fraud low, Dedupe) 

TRUE

100

Advise of call recording verbatim

Preferred Verbiage:

This call may be monitored and recorded.

Alternative:

  • The following are not preferred but are acceptable:

    • This call may be monitored and/or recorded. 
    • This call may be recorded and monitored.
    • This call may be monitored or recorded.
200

Provide me with the first three examples of potential UDAAP allegations in procedure. 

Abuse/abused 

Bait/Switch 

Cheat/cheated/cheating

200

If account holder one calls in and then hands the phone to her husband a 3rd party at any time during the call. Is authentication required? What should we advise the third party? 

Authentication is not required.

Advice that the call maybe monitored and recorded.

200

What information can we CONFIRM on first level/inbound outbound call? 

  • Last four digits of internal account number
  • Account balance/Cash Back Bonus (CBB) balance
  • Complete address
  • General account information and transaction history/details (e.g., Maturity dates, relationship status) other than what is outlined in the Second Level on an Inbound Call/Completing an Outbound Call and Cannot Be Verified sections 
  • Complete email address and domain name
  • Complete phone number
  • Application details/information
  • Account title details (e.g., owners, beneficiaries)
200

When adding a note to almanac what are the examples provided for the notes text box? 

  • Follow Up needed
  • Documents pending
  • Documents rejected
  • Applicant communications (outbound call)
  • Information needed to communicate the history of an application to another account manager.
200

Read the rates disclosure verbatim. 

All rates quoted are accurate as of today’s date, are subject to change, and are quoted as an Annual Percentage Yield. Our money market and savings accounts have variable rates that are subject to change before or after the account is opened. The rates for CDs are subject to change and will be determined and fixed for the term at funding. The rate for renewing CDs will be based upon the rate in effect on your maturity date."

300

Provide me with the first three examples of potential discrimination allegations in procedure 

 color

Race/ethnicity

age

300

The mother's maiden name is incorrect on an application what should we advise next?

There is no application to be found and the customer will need to reapply.

300

What actions cannot be completed by a power of attorney? 

  • Open new accounts
  • Change relationships (e.g., adding joint owners)
300

When editing or deleting a security priority note what should you do next? 

Contact BFU

300

Read the Agent offer code disclosure verbatim.

To get your $150 or $200 Bonus: What to do: Apply for your first Discover Online Savings Account, online, in the Discover App or by phone. Enter Offer Code SAV723AGT when applying. Deposit into your account a total of at least $15,000 to earn a $150 Bonus or deposit a total of at least $25,000 to earn a $200 Bonus. Deposit must be posted to account within 30 days of account open date. Maximum bonus eligibility is $200. What to know: Offer not valid for existing or prior Discover savings customers or existing or prior customers with savings accounts that are co-branded, or affinity accounts provided by Discover. Eligibility is based on primary account owner. Account must be open when bonus is credited. Bonus will be credited to the account within 60 days of the account qualifying for the bonus. Bonus is interest and subject to reporting on Form 1099-INT. Offer ends 9/30/23, 11:59 PM ET. Offer may be modified or withdrawn without notice. Discover Bank, Member FDIC

400

A customer calls in expresses dissatisfaction about not being eligible to own more than one cash back debit account. He uses the words "I am personally Offended" but is satisfied with the response of adding his wife as a Joint owner instead. Feedback or complaint?

Feedback

the customer was satisfied at the end of the interaction. 

400

What do we need to verify regardless of whether the individual has an existing account or not?

First and last name 

Full SSN

DOB

MMN

400

What information can NEVER be confirmed regardless of second level verification?

  • Social Security Number (SSN) (full or partial)/Employer Identification Number (EIN)/Taxpayer Identification Number (TIN)
  • Customer Information File (CIF)
  • Mother's Maiden Name (MMN)
  • Account center passwords and answers to security questions
  • Account dispute information that does not apply to the account owner
  • Account is under special handling review or investigation
400

True or false should we second level before adding a priority note containing a security word? 

True

400

Read the FDIC disclosure verbatim.

Discover Bank is a Member of the Federal Deposit Insurance Corporation ("FDIC"). FDIC deposit insurance is $250,000 per depositor, per deposit ownership category. The FDIC provides separate insurance coverage for funds that depositors may have in different categories of legal ownership. The FDIC refers to these different categories as ownership categories. For more information about FDIC coverage, including if you need assistance calculating your coverage, please contact the FDIC directly. Would you like the website or phone number?

500

A customer expresses how upset he is about how long the application is taking over the phone Feedback or complaint? 

Complaint 

500

A customer has a priority note password on their account, but they fail it what would you do next? 

Complete second level verification 

500

What information can be PROVIDED after second level verification? 

  • Application ID
  • Full internal account number
  • Last four digits of debit card number
  • Full address on file
  • Full IRA Plan Number 
  • Trial deposit transaction details
  • User ID's
  • Copies of un-cashed/un-processed checks
  • Debit Card Numbers if the account is Closed, Revoked, Lost/Stolen or Fraud for the following situations and only provided directly to the account owner:
    • Account center registration/Log in
    • Indemnifications letter on fraud accounts
    • Full debit card number is required to process a return
    • Full debit card number is needed to verify or correct information on a credit report
  • Official Check number, date sent, and address sent to
  • Beneficiary account information on Wire Form
  • Debit card status
500

Provide ways to filter through notes.

 Date & Time 

Encounter Number

Service Request ID

Context   

Agent 

Account 

Action Type

500

Read the out of band disclosure verbatim.

Does Discover have your permission to send you a one-time identification code via a text message or pre-recorded message to the telephone number ending in <last4>? If you are using a mobile phone, message and data rates may apply.