Call Flow
This is the first piece of information an agent requests after introducing themselves and stating the call may be recorded.
🟨 What is the caller’s first and last name?
To verify a caller on a Registrant record, the agent must confirm these three pieces of matching information.
🟨 What are Claimant ID (or Confirmation Number or email), business name, and business address?
Category: Escalation Basics
This is created when a caller asks a question that cannot be resolved during the initial call.
What is an escalation?
Agents must use this phone tag for quality control when consulting the Help Desk—even if the caller isn’t transferred.
🟨 What is “Transfer to Help Desk”?
Agents must never give out these three pieces of sensitive information over the phone.
🟨 What are the Registrant Number, Claimant ID, and PIN?
If a caller asks whether the call is a scam or wants to know who is staffing the phone line, the agent should mention this company.
🟨 What is Epiq?
This type of record requires the caller to provide a Claimant ID, business name, and business address to be verified.
🟨 What is a Notice record?
Category: Facilitator Navigation
To begin a Not Started escalation, agents must go to this tab in Facilitator.
What is the Escalations tab?
If an agent cannot locate an escalation by EID in Facilitator, they should change this dropdown to “Completed.”
🟨 What is the “Status” dropdown?
If a caller provides their EIN, TIN, or SSN, agents may only do this.
🟨 What is verify whether it is on file?
When a caller provides a Claimant ID, the agent uses this tool and search method to locate their record.
🟨 What is Facilitator with a Standard Search using “Claimant ID: Equals”?
If a caller matches only one or two data points on a Registrant record, the agent must treat the caller this way.
🟨 What is unverified?
Category: Callback Protocol
Contact Center Agents must perform up to this many callback attempts for each escalation assigned to them.
What is three?
These two individuals should be assigned escalations when the “Group Assigned” is set to Special Client Services.
🟨 Who are Samantha Balmes and Bobby Ray Street?
This is the only FAQ agents may provide when speaking with someone from the media.
🟨 What is “Media When the caller identifies as a Journalist/Reporter/Editor/Blogger”?
If a caller cannot provide a Claimant ID or Confirmation Number, the agent should proceed to this section to attempt to locate the record.
🟨 What is the Taxpayer ID or Taxpayer Identification Number/TIN/EIN section?
This type of record does not allow caller verification under any circumstances.
🟨 What is a Contact record?
Category: Roles & Responsibilities
This team within the Contact Center assists with escalated calls and communicates with Client Services for further clarification.
What is Help Desk?
This FAQ should be provided when a caller expresses dissatisfaction, raises legal concerns, or threatens to contact the media.
🟨 What is “Caller is angry, upset or dissatisfied with Discover, another network participant, Epiq, and/or the Class Action Settlement (Complaints)”?
Plaintiffs allege that Discover misclassified consumer credit cards as commercial ones, leading to these excessive charges.
🟨 What are interchange fees?
If the Remark 2 field shows the caller is a Merchant Acquirer or Payment Intermediary, the agent must take this action.
🟨 What is transfer the caller to the 3API team?
If a verified caller asks about their EIN, TIN, or SSN, the agent may only confirm this if the caller does this first.
🟨 What is provides the number themselves?
Category: Escalation Notes
Agents must use this format when entering escalation comments, including caller verification and FAQs provided.
What is: “s/w [caller’s name], [how the caller verified], [if Help Desk was consulted and name of Help Desk agent]. Caller would like to know [question]. FAQs provided.”
This phone tag is used when a caller identifies as a third-party filer or asks about bulk filing.
🟨 What is “Third-Party Filer or Bulk Filing Question”?
This date marks the final deadline for filing a claim in the Discover Merchant Settlement.
🟨 What is May 18, 2026?