Colors

Pink

100

How long should you have DAS on the line before completing the deceased form.

2 mins 

200

What happens if a cm wants to convert from miles to chrome card.

Cm has to apply for a different card/ application 

300

How do you connect to the Account Ownership Dispute team?

CSE Specialty>Account Ownership Dspte | Cold Connect

400

What document does the following>

This document provides information on:

• Travel screen updates (domestic and international)
• Declined International authorizations
• How an international transaction is displayed on the statement 

Travel Related Inquiries Procedures

500

What does the BEST department stand for?

Business Enterprise Solutions Team

Light Blue

100

What time does the spanish team operate 

24/7 Eastern

200

What does CAR stand for?

Customer Assistance and Recovery (this is the umbrella organization that CMA rolls up to)

300

What are the hours of operation for CMA Delinquent Account?

Monday 8:00am- Friday 10:00pm
Saturday 8:00am- 2:00pm
Sunday 9:00am-2:00pm

400

What does BSIR mean?

Balance Subject to Interest Rate

500

This document outlines the procedures for handling APR inquiries.

APR Inquiries Procedures

Yellow

100

This document explains how payments are applied to Consumer, Discover Business Card (DBC) and Discover it Business Card (DiBC) accounts.

Payment Allocation (Hierarchy) Base Document

200

What does DMST stand for?

Dedicated Military Support Team

300

This document contains information on the inquiry types handled by new hire agents. 

New Hire Call Handling Job Aid

400

This document has procedures for:

• Changing a Primary Cardmember (PCM), Secondary Cardmember (SCM), Authorized User's (AU), or Authorized Employee (AE) name
• Switching the position of the names on a Joint account

Name Change Procedures

500

This document contains information and procedures for handling consumer and customer feedback and complaints.

Feedback/ Complaint Procedures

Green

100

This document contains information and handling related to Payoff Amounts (Pay in Full) and Minimum Payments.

Minimum Payment/ Payoff Procedures

200

What is the number for the experian credit bureau 

1-800-493-1058

300

What does CTC stand for?

Collections Telephone Check

400

 This number is for assistance in languages other than English or Spanish. **When connecting calls, the message played is in Spanish, however, is the correct number for other languages (not Spanish). What department is this?

Foreign Language (Non-Spanish Calls)

500

This document outlines how to handle requests for assistance when a customer states they have been impacted by a disaster.

Disaster Procedures

Silver

100

This document includes handling for general authorizations inquiries.  

Authorizations-GENERAL Procedures

200

This document contains procedures for the CSE Dedicated Military Support team (DMST) to handle customer inquiries regarding Servicemembers Civil Relief Act (SCRA), which provides certain benefits to Servicemembers and their spouses/domestic partners. What is this departments hours of operations

24/7

300

T/F can you warm connect to the Relay Service Calls

false 

400

This document contains the strategy for handling Late Fee adjustment requests.

Monetary Adjustment (LATE FEE Strategy) Procedures

500

This document contains procedures for redeeming Cashback Bonus (CBB) and Miles.

Rewards Redemption Procedures