Disclosures
"I can send the one-time security code to either your ________ which do you prefer?"
Phone number or email.
tp calls in and ask to have late fee waived on account, they are not listed on the account:
What is the proper way to handle this call?
We would ask to speak with the pcm/scm to ask permission on the account, if they are not available we would not release any information and not able to assist
A card member states they are hard of hearing, what do you say next?
"Discover has accommodations available if you would like to learn more."
True or False
Card members can convert their card for better rewards.
False
if a cm has a overpayment , and request Refund
What Article do we use?
Credit Balance and Account Payment Refunds Procedure
Is a "Required talking point " a Verbatim
No, but you are required to paraphrase and go over this talking point.
If a existing cm states they want to stop receiving mail, calls, emails, communications from us, what do we do next
We would handle frontline and update cm Preferences under tab F8
True or False
To offer accommodations, we ask about a card members disability.
False.
We DO NOT ask about their disability, but we do ask probing questions.
Where can the cm enroll in cbb for Discover IT?
online, mobile app or Call Discover to enroll
What is the name of the article you can go to find out Account Info restrictions and exceptions
Release of Acct information procedure
What do you say when a card member asks about an ATM cash advance? What's the limit?
The fees and the limit which is $500 per calendar day.
if a person has a disability that is mentioned on the call, what should the Agent do next
you would offer Assistance line for cm to call, refer to Article below; if they refuse you may continue to try to help cm
ADA Accommodations Handling for Americans with Disabilities ACt
How old must a caller be to assist card members with ADA accommodations?
18 years old or older.
When going over CBB with cm what must be checked when reading information from Rewards Hub
Read to CM Button
cm is locked out of their online account and stated they cant log in what article do we use
Account Center Procedure
On the Cell phone Consent Disclosures what are the required components to read to the cm?
You must read the entire Verbatim, including the name and phone number listed, after the cm has said the phone# to you
what must you provide to the cm when they ask what is the balance remaining on their promotional APR, ex: bt
YOU MUST READ THE APR DISCLOSURE VERBATIM
located in Orion from APR BOX
How do you appropriately document/memo an ADA call?
Document/memo your actions, do not document that card members disability or why you made the listed actions.
1-2 Reward Quarter
cm wants to stop payment from tmobile, stated they are not supposed to be using this card.
"What question do you need to ask a CM before connecting them to billing to dispute a charge?"
have you contacted the merchant, in this case T-mobile
what are you required to say if another person comes in on the call and what are you required to do next if they are not listed on the account
you must read the call recording disclosure verbatim, & notate the the account: pcm/scm gave permission to speak with the tp
What Verbatim is this?
The ___ _______ ___ will be either x% or $x, whichever is greater
cash advance fee
What are our ADA accommodations?
- Screen reader
- Large statements
- TRS (Telecomm Relay Service)
What is the Maximum a cm can earn in cbb for each quarter?
$75
Customer has an emergency but does not have enough available credit and has a pending payment scheduled for same day by payment cut-off time for the amount needed- what article do you use
Authorizations-FORCED Procedure