Show:
Direct pay
suspend and revoked
cards
POA
cbb
100
  • Who is Permitted to Enroll
  • Primary Cardmember (PCM) only 
100

What are the business areas that may suspend or revoke accounts?

  • Customer Assistance and Recovery (CAR/CMA)
  • Customer Protection Services (CPS/Security)
  • Discover Personal Loans (DPL)
  • Portfolio Risk/Verification (PV)
100

who can request replacement cards?

pcm and au

100

If a caller calls in and states they are power of attorney but there is nothing on file. What steps will you take to handle this call?

ask if pcm is available if not do not give any info on the acct, read call disclosure, and advised there is no poa on file and give doc sending info 

100

who can redeem cbb?

pcm/scm

200

When can a new account be enrolled in DP 

Once first statement becomes available 

200

If you see these in the memos what will be the talk off from linkd you will provide the cm? If the cm wants further info after providing this information, what department will you trans too? 

DO NOT UNSUSP ACCT(S) DUE TO PST/PRSNT DLQ OFFUS

DO NOT UNSUSP ACCT(S) DUE TO DFS DLQ HIST

  • Accounts are reviewed systematically every month (on cycle date) to determine if charging privileges can be reinstated.

    • If eligible, the customer will be notified.
  • Successfully completing any payment program (if applicable) may help reinstate charging privileges but is not a guarantee.
  • If account has a balance, continue to make on-time payments with Discover, as well as other creditors, and keep the account balance below the credit line.
  • trans to PV 
200

Who can report the card l/s?

pcm,scm,au,tp finding the card 

200

What are the ways in which a power of attorney can send documents?

email,fax,standard mail

200

When enrolling cm in cbb what information must be read to the cm?

“Earn 5% Cashback Bonus at Restaurants, Home Improvement Stores, and Select Streaming Services now through March 31, 2025, on up to $1,500 in purchases, when you activate.” all points must be hit otherwise a defect will be given

300

Can a SCM/ AU or TP make changes to direct pay if PCM gives permission to 

  • SCM, AU or TP is not permitted to make changes.  
300

When account is revoked, can the account be reopened?

no, 

  • Regular reviews are conducted to evaluate our customers' accounts. 
  • Accounts are evaluated under the terms of the Cardmember Agreement and a business decision was made to close their account
  • once account is closed can not be reopened
300

When will a new card be sent that is set to expire?

30-60 days cm can request a new card sooner 

300

Can a power of attorney make any changes to the account? If so what changes can be made give 5 examples.

update address, phone(only if it is work or home),email, apr changes, report l/s, complete decrease in credit line 

300

How can pcm/scm redeem cash back bonus?

statement credit/bank account/gift card/pay pal or amazon/ charity

400

Can frontline agents service cancel requests 

Yes, all agents service cancel request 

400

Can a cm reapply if account was revoked?

Yes they can apply online or over the phone

400

Can you give card info,expiration date, cvv code to a cm over the phone if they ask? What talk off can you use?

We can not give that information. "I do greatly apologize for the security of your account we are unable to give that information over the phone for security purposes I can most certainly get a replacement card sent to the mailing address on file."

400

What needs to be included in the poa doc sending?

full copy of poa doc, cm fist/last name, last four of ssn or discover card number, poa full name dob mailing address, and any changes wanting to be made to the account. 

400

What is the limit for first time redamation of the cbb into new bank account?

$300

500

if a SCM or TP identifies the bank account currently on the enrollment belongs to anyone other than the PCM what is the procedure 

The agent must cancel the enrollment. This applies even if offers to have us speak to the bank account owner/authorized signer to get permission. The PCM must be the owner or an authorized signer on the bank account being used. 

500

When a cm is wanting to know when the account will be reinstated from being suspended and is in a payment arrangement/hardship. What info will you give the cm?

  • Accounts are reviewed systematically every month (on cycle date) to determine if charging privileges can be reinstated.

    • If eligible, the customer will be notified.
  • Successfully completing any payment program (if applicable) may help reinstate charging privileges but is not a guarantee.
  • If account has a balance, continue to make on-time payments with Discover, as well as other creditors, and keep the account balance below the credit line.
500

If a cm is having issues with applying apple/google pay what department can assist?

e-support 

500

Can poa have access to online without pcm available to speak with? 

NO, only if the pcm is on the line can we assist the poa as we can not send temp pw to poa without pcm/scm giving the permission prior on the call. Can not change pw either. 

500

Can cbb be reversed for ecert by discover?

No cm will have to contact merchant for additional information and completing the process with the merchant. ecert are non refundable