Show:
How do you handle?
Will it post?
Brain Freeze!
Can we stump you
Hodge Podge
100

An authorized user calls in to freeze the account because they cannot find their card. Do you freeze? 

May NOT

  • Freeze/Unfreeze an account

 

Authorized User Privileges Base Document (sharepoint.com)

100

The customer lost their card at the airport. They place a freeze on the account, but then become worried their pending airline charge will not go through. How do you handle this call? 

The freeze does NOT block the following:

  • Pending authorizations

Freeze/Unfreeze Account Procedures (sharepoint.com)

100

This linkd article give you the steps to place a freeze on an account. 

Freeze/UnFreeze Procedures - ACTION (sharepoint.com)

100

Do you freeze/unfreeze an account in ORION or ACTION? 

ACTION


Freeze/UnFreeze Procedures - ACTION (sharepoint.com) TION

100

Central location to find access to myHR, Workday, GSD, You Care We Share, EAP and Bravo

DLife homepage

200

The customer contacts us to have a new card sent. You notice there is a freeze on the account. What MUST you tell the customer when sending the card? 

 You MUST let the customer know about the freeze and encourage them to remove the freeze BEFORE doing these actions.   If you don’t tell the customer, this is a defect.


Freeze/Unfreeze Account Procedures (sharepoint.com)

200

The customer is upset we allowed their gym membership to go through after they placed a freeze on the account. You research the account and find the charge is what? 

  • Marked as recurring billing in Orion

Freeze/Unfreeze Account Procedures (sharepoint.com)

200

Will placing a freeze on the account, stop the transactions with Discover in their mobile wallet? 

If an account has a mobile wallet (e.g. Apple Pay), the freeze will also stop Discover card mobile wallet transactions.


Freeze/Unfreeze Account Procedures (sharepoint.com)  

200

There is a freeze on the account. Can the customer activate their card?

  • Activating cards
    • The cards will be activated but not be useable if there's a freeze on the account

    • Freeze/Unfreeze Account Procedures (sharepoint.com)  
200

What does DE&I stand for? 

Diversity, Equity, and Inclusion


Diversity, Equity & Inclusion (sharepoint.com)

300

A POA wants to remove a freeze on the account? How would you handle?

 POA's May 

  • Freeze/Unfreeze an account


Power of Attorney / Conservator / Guardian / Trustee Procedures (sharepoint.com)

300

Will a return/credit post to the account when there is a freeze in place? 

The freeze does NOT block the following: 

  • Returns and Credits

Freeze/Unfreeze Account Procedures (sharepoint.com)

300

What happens when you drink a slushy too fast? 

BRAIN FREEZE!

300

Can you place a freeze on an account via messaging? 

Yes-  Complete verification in ACTION. 

  • Post-Login – Check two verification boxes since the customer is already verified.
  • Pre-Login – See Verification section above and check the verification boxes based on the information in the Secure Form.
  • Complete the PIF quote or Freeze/Unfreeze based on normal handling. 

    Note:  Copy/Paste the disclosure from ACTION into FreshChat.

  • Messaging Procedures (sharepoint.com)

300

When placing a freeze, what must you do after you select freeze/unfreeze? 

Hint- use the same article you found for misc. $100.

Freeze/UnFreeze Procedures - ACTION (sharepoint.com)


**Read the REQUIRED VERBATIM Disclosure **

400

Walk the customer through the steps of freezing their account on the mobile app. 

  • Log into the Mobile App
  • Select Freeze Account from the drop-down menu, they are taken to a page that explains the freeze
  • Press Freeze button

Freeze/Unfreeze Account Procedures (sharepoint.com)

400

What linkd article would you reference for FREEZE/UNFREEZE questions?

Freeze/Unfreeze Account Procedures (sharepoint.com)

400
True or false


A freeze can remain on an account for no more than a week. 

False- 

  • There is no time limit on how long a freeze can be on an account; it will stay until the customer removes it.

Freeze/Unfreeze Account Procedures (sharepoint.com)

400

What are the steps to enter an ACE call?

Linkd>Tools>Performance>ACE

400

How do you access the Employee Handbook?

DLife>Employee Life>Employee Handbook

500

The customer has a Credit Bureau Extended Fraud Alert on their account. The system blocks them from doing so. What must the customer do? 

Customers must speak/click-to-chat with an agent to freeze/unfreeze the account.

Freeze

Sign into the account via Account Center

  • Go to Security
  • Click Freeze Account, they are taken to a page that explains the freeze
  • Click Freeze Account

Unfreeze 

  • Sign into the account via Account Center
  • There will be an alert at the top of the page letting the customer know the account is frozen, click Unfreeze link within the alert OR
  • Click the Account tab and click Unfreeze Account link, they are taken to a separate page
  • Click Unfreeze Account

Freeze/Unfreeze Account Procedures (sharepoint.com)

500

What are 3 examples of transactions Discover will NOT allow to go through on an account that has a freeze?

Freezing the account stops the following from  being completed and/or posting:

  • All NEW purchases made online, in-store, or over the phone
  • New and Pending Balance Transfers (BT)
  • New cash advances

Freeze/Unfreeze Account Procedures (sharepoint.com)

500
"Freeze" is what type of feature? 

Hint- Use linkd as the answer is very specific. 

Freeze is a security feature for customers who want to temporarily freeze their account due to misplaced card, without having to change the account number. 

Freeze/Unfreeze Account Procedures (sharepoint.com)

500

Triple Jeopardy                

What are the DISCOVER values? 

Hint- DLife (Who we are, about Discover)


Doing the Right Thing
Innovation
Simplicity
Collaboration
Openness
Volunteerism
Enthusiasm
Respect  

About Discover (sharepoint.com)

500

What is the color of Sesame Street's Big Bird? 

YELLOW