Merger Information
What procedure do you pull to find our merger Enterprise Job Aid?
Discover & Capital One Merger Enterprise Job Aid
What procedure do you pull up for Disaster Relief talking points?
What procedure do you pull to in order to use the Payment Hierarchy Calculator?
Payment Hierarchy Calculator (SER & RAD): DPL Job Aid
What procedure and steps do you follow to when speaking with the loan holder when they request to cancel loan or disbursement(s).
Disbursements (SER & CEG): DPL Procedure-Loan or disbursement cancellation
Notes:
What does TRUST stand for?
T-Tailor
R-Relate
U-Understand
S-Solve
T-Transparent
What is the website you go to for general talking points for All Products/LOBs and where customers can also visit?
What procedure and talking point do you use when a customer asks, "My current disaster relief benefit expires soon, can you extend my deferral period another month now, since I am still unable to make a payment?"
Disaster Relief (SER & RAD): DPL Talking Points
I am sorry to hear that you are still unable to pay. Please call us the day your disaster relief benefit ends, and we can review what options are available at that time.
What procedure and steps do you go to in order to Calculate Accrued Interest and Allocation of Payments?
https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/SitePages/Articles/JobAid.aspx?id=1207&url=https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/Consumer%20Banking/DPL#Calculating_Accrued_Interest_and_Allocation_of_Payments
Calculating Accrued Interest and Allocation of Payments
When a customer has further questions regarding the calculation of interest accrual or a payment allocation, refer to the following for a basic understanding of daily accrual and payment hierarchy. Agents should be mindful of the customer’s specific questions and understanding of the information, and are not required to discuss all points in every scenario:
What procedure, step, and talk off would you use to answer if a customer wants to cancel the loan and funds have been disbursed?
Disbursements (SER & CEG): DPL Procedure:
Loan or disbursement cancellation
https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/SitePages/Articles/Procedure.aspx?id=467&url=https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/Consumer%20Banking/DPL#Loan_or_disbursement_cancellation
Step 2: Disbursed:
What TRUST behavior is we make it easy under and what is an example of making it easy?
Solve:
We make it easy
• Appropriately use tools and
resources to take action
• Address immediate and
underlying needs
• Low effort during and after the
interaction
• Offer self-service options
What website and talk off would you use if a customer asks " Does my loan stay the same?" Discover + Capital One FAQ: Personal Loans
https://www.discover.com/faqs/discover-personal-loans-capital-one-discover-merger/
Discover + Capital One FAQ: Personal Loans-click on + by Does my loan stay the same?
Yes. Everything regarding your loan and how you manage it stays the same. Your loan terms and account number haven’t changed.
What procedure and steps do you check to see if a customer is eligible for disaster relief?
Disaster Relief Enrollment (SER & RAD): DPL Procedure
Step 2:
Review Disaster eligibility status:
What procedure and talking point do you use to answer if a customer can make a principal-only payment?
Payment Hierarchy and Allocation (SER & RAD): DPL Job Aid-Common Questions
Generally, because interest accrues daily, the amount of the payment will typically have some interest allocated. However, if all accrued interest is satisfied by a payment, all subsequent payments for that day would go entirely to principal.
Note: It is generally not beneficial to wait to make payments until a later date. While a future payment could go entirely to principal, more days of interest will accrue by waiting.
What procedure and steps do you follow if a STOP payment needs to be done?
Genesis (SER): DPL Procedure-Open a Case
We Relate by treating our customer how we want to be treated
We lead with our personality
• Be personable
• Use voice inflection and energy
to show engagement
• Sound natural and sincere
• Adjust to the customer’s vibe
We show we care
• Be invested from start to finish
• Show respect
• Recognize important moments
• Respond in a meaningful way
We provide reassurance
• Validate the customer’s
feelings
• Remain composed
• Reduce concern and worry
What procedure and talking point would you use to answer "Why am I not allowed to do a Balance Transfer from Capital One to Discover?"
Discover & Capital One Merger Enterprise Job Aid
https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/SitePages/Articles/JobAid.aspx?id=4067&url=https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/CSE
Due to our recent merger with Capital One, our policy does not permit the transfer of balances between Capital One, co-branded cards issued by Capital One, and Discover.
If the Cardmember continues to ask why they can’t do the transfer:
If customer’s due date is within two days, what additional step do you need to do? And what procedure do you pull up?
Dialer Exclusion (ALL): DPL Procedure
You need to exclude for 7 days from the dialer exclusion list.
What procedure and section do you go to in order to answer: When a customer makes a payment after the bill has been generated and prior to the due date.
Payment Hierarchy and Allocation (SER & RAD): DPL Job Aid -Pay Ahead Selection
Refer to the table below when a customer makes a payment after the bill has been generated and prior to the due date:
Notes:
What procedure and answer would you give to a customer who is upset that we are sending the funds to their creditor by check.
Disbursements (SER): DPL Talking Points
https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/SitePages/Articles/TalkingPoints.aspx?id=1161&url=https://discoverfinancial.sharepoint.com/sites/ContMgmtSystem/Consumer%20Banking/DPL
We aim to send the funds as quickly as possible. Most payees receive funds electronically, however some creditors do not wish to receive funds electronically and therefore we send the funds by check.
We sent ($ amount) to (creditor name) on <Month/Day>. It may take additional time for the creditor to post payments to your account. Please continue to make payments to those accounts to avoid late fees and additional finance charges on those accounts.
How do you show UNDERSTAND on a phone call and give an example of how it relates to the behavior guide.
We Understand our customer’s needs
We are attentive
• Listen with intent to hear
• Listen to gather information
We review the details
• Check customer information and
previous actions / memos
We ask questions
• Ask open ended questions
starting with “how”, “what”,
“when” and/or “why”
• Find out the facts throughout the
conversation
• Confirm you understand needs
before solving
• Identify if there are future or
underlying needs that should be
addressed
What procedure and talking off do you give for " Is your customer service going to change? Will Discover continue to offer US-based customer service? "
Discover & Capital One Merger Enterprise Job Aid
The merger is still new for us. So, there are a lot of questions, like this one, that we can't answer right now.
What we can say is our newly merged company is committed to making any changes as smooth as possible for all our customers and maintaining the same great service we've always had.
What procedure and steps do you follow if the customer requesting longer term assistance than the 2 months for Disaster Relief?
Disaster Relief Enrollment (SER & RAD): DPL Procedure
Step one of Disaster Relief Enrollment:
What procedure and place do you go to answer "I have made payments since I opened the loan or I am planning to make a payment. After this payment, how long will it be until the loan is paid off?"
Payment Hierarchy Common Customer Questions (SER & RAD): DPL Talking Points-Loan Specific Amortization Questions
Use the Payoff Calculator - Amortization, Term, Etc. (ACQ & SER): DPL Job Aid
Go to the Pmt-Term-LA tab and enter the following values in the Solving for Term box:
Inform customer of estimated term. You may refer to Atlas to see original loan term and congratulate customer if they have reduced the number of estimated months left until loan is paid off.
Be sure to let customer know that this is an estimate.
What procedure and answer would you give to a customer wanting to know reason why funding changed to a live check?
Disbursements (SER): DPL Talking Points-
Customer wants to know reason why funding changed to a live check-If we reasonably conclude that we will not be able to disburse some or all of the proceeds of your loan in accordance with your instructions, then we may either issue a check to you or credit your loan account for the amount that we were unable to disburse as you requested. This is covered in the loan agreement accepted during application processing.
What name is a call type that goes above and beyond expectations creating an amazing customer experience that competes for extra money and where do you find how to submit such a call?
ACE call and you find it in PRISM-TOOLS-PERFORMANCE-ACE