Payments/Disputes
Can ATP setup AP?
No
Do we send checks to a customer?
No, unless it's customer driven.
Can you enroll SPS in DR?
No, need LH to enroll in program.
Can we send a temporary password to customer that is already registered in the AC?
No, we redirect them to reset password online.
What does H.E.R.O stand for?
Helpful Engaged Resourceful Ownership
If customer makes early payment on account, does that stop AP?
No, the amount will still draft from bank account on AP date.
If a customers disbursement is off by 1-2 digits, what do we do?
Advise customer to wait 10 business days
Do you have to verify address on every enrollment?
Yes
Can you advise TP to register online for AC?
No, you should never advise TP to use customers information to login online,
Can ATP make changes on account?
No, changes have to be done with LH.
If customer makes a payment by ACH, how long do we wait to submit dispute?
3 business days
What information do we need to provide in chat to initiate a Stop Pay?
Customer name, disbursement number, name of creditor, and amount of disbursement.
Who do we email if we need to reallocate a payment made during disaster relief?
LakeDPLPaymentAllocation@discover.com
Can a customer modify AP on AC?
Technically Yes, but since function does not work properly we advise to call in.
What is CCH?
Customer Convenience Hierarchy
What is our payment hierarchy for additional payments?
Additional payments made within same billing period are applied first to any outstanding fees, then to accrued unpaid interest, then to principal.
If a customer needs us to re-disburse to a new bank account, what do we need to do?
EWS check in floor chat
When enrolling in DR, what date do we use to start with?
Day of call
If customer shows enrolled in paperless but no esign date is showing in ATLAS, what do we advise?
Tell customer to log in online, unenroll in paperless, then re enroll so they can agree to the econsent.
What are the Discover Behaviors?
We play to win, We get better everyday, We succeed together.
How do you find the billing cycle on account?
Loan actions, Manage docs, find statement date.
Can we release he disbursement check number to customer?
NO, Do NOT release the disbursement check number to the customer. The amount, issue date and name the check was addressed to may be released upon request.
When setting up DR, what are the key points needed to convey to customer?
No late fees, no interest accrued while on program, no negative reporting to CBR's, advise to take advantage of program and DO NOT submit any payment, if payment is submitted please advise customer that it will be applied as an additional payment.
How does a customer payoff account in the AC?
When logged in , go to one-time payment, select OTHER for payment amount, choose payoff option.
What does D.I.S.C.O.V.E.R stand for?
Do the right thing, Innovation, Simplicity, Collaboration, Openness, Volunteerism, Enthusiasm, Respect.