Who is calling?
Agents are required to say these three things when answering EVERY phone call.
What is Discover, their name, and the call recording disclosure?
In this instance an agent would not work the account and send the caller to HVAR
What is Open file- CM calling
Agents need to give out this information for DC handling.
Company name
Full address
Dept. phone number
This is the maximum length of time for which a payment arrangement can be made
What is 36 months?
What is the highest priority spray line in DM
This information is located in the memos and used to determine who is valid POA when there are multiple POA listed on an account.
What is the signed date?
Working accounts listed in this workgroup may result in an agent being put on a code of conduct.
What is IHAC
To send any letter other than a SIF letter, this status cannot be present, OR the cm must give permission.
NoMail or DNTCONTACT
Regardless of how few payments are missed this would prevent us from keeping a sif on an open file account.
What is if the balance has changed?
This letter is requested when a caller wants proof the settlement has been fulfilled.
What is a CBR
We do not talk to these 2 types of callers on an Open File Account
Who are CM and Attny Reps?
Agents are required on every call to go to this screen in DM to verify if an account is placed
What is the Forwarding Panel?
This is the procedure for determining if a CBR can be sent
What is to check that it's been 14 days since last payment and that the sif is satisfied.
This is the number of payments a cm can set up at a time when a POA is on file
What is one?
This requirement must be met in order for a PTD (Paid to Date) letter to be sent
What is up to date payments?
When a cardmember wants to do a SIF with us but there is a POA on file, the agent must advise this.
What is a drop notice is needed?
Examples of these include: Restricted workgroups, Disputes, Set Payments, Programs, and less than 60 days delinquent
What are reasons a SIF cannot be offered?
Agents should use these tags in DM when doing a settlement enrolled on In House Consolidator Account workgroup
ISTSTLPN/STTLPEND
Where can one find if a trade line is reporting to the credit agency
These are the three times an email must be marked HIPRI
What is refax, DC accounts, and LS scheduled w/in 7 days?
These are the two circumstances for which an agent may give the full account number out to a cardmember, and only if both circumstances are met.
Charged off and to with the intention to make a payment
Agents can pass on this email address for callers seeking a satisfaction of judgement
NRCSOJ@discover.com
This step in a settlement must be done manually in IRIS when completing a sif with a cardmember, as opposed to automatically when enrolling a sif for a Cons in IRIS.
What is Adding Settl Pend
This is where the NY lang memo is placed when asking the caller for the first time.
What is priority memos
Even though an Cons might say they are calling from a company, what key word must be made clear? Especially if your second or third account might be handled by the same cons for a different company?
What is that they are REPRESENTING that other company