Logan's Time
What is Logan’s favorite Color?
Answer: Purps
How many bank accounts can be stored online for a CM?
Where would you find this information in link'd?
Eight (8) bank accounts can be stored online
Make A Payment Online Base Document
Are we able to resend the 1099-MISC Form?
If no, please state why?
If yes, please state the process?
Where in link'd would I find the information?
Can a CM make a payment to Discover with Zelle and if they can where would you find the link'd doc that provides you this information?
Nope, electronic transfer services such as Zelle or Venmo cannot be used to make payments.
•Payment Methods & Posting Timeframes
What happens to a balance transfer check if it posts after the expiration date?
As well as which link'd doc will provide information on this?
Balance Transfer checks that post after the respond by date will be treated as a cash advance and charged the cash advance rate and fees if applicable.
Checks (Balance Transfer and Cash Advance) Procedure
What does Logan eat for Lunch most days?
Answer: Sandwich
When updating the mailing address, is there anything else that we are required to update/confirm?
Which link'd doc would you utilize?
To purchases have to be made in the U.S. to qualify for the most recent 5% Quarter offer?
Where would I find this in link'd
Purchases must be made with merchants in the U.S.
2024 2Q 5% CBB Gas/EV Charging Stations, Home Improvement Stores and Public Transit
Can a CM update their email addresses in Messaging?
As well as which link'd doc would include the answer?
•No, agents are only allowed to validate the email address if there is an Undeliverable Email Address flag.
Messaging Procedure
Card Member calls in stating that they need to pay their taxes and wants to know if they can use a balance transfer offer to save them some money on paying taxes. Bob says, "Of course, we just need to enter in your tax ID number in place of the account number as we are filling out the BT information." Did Bob answer this question correctly?
As well as which link'd doc can you utilize to refer to this?
ANSWER: No, we are not able to pay the IRS with balance transfers. ***Exception*** If a card member has the balance transfer into checking option available or if they are able to be sent out balance transfer checks. Once those funds are deposited into their bank account, they can distribute the funds as they wish, including paying taxes to the IRS.
Balance Transfer Base Document
What was Logan’s first biggest trip that he took?
Answer: Thailand
Is this sentence correct or incorrect at Discover?
I will be more than happy to transfer you over to a FICO Specialist?
IF there's a link'd doc to utilize, which one would it be?
This sentence is incorrect,
When connecting calls to the FICO Credit Score Team, do NOT tell customers you are transferring them to a ‘Specialist’, ‘FICO Expert’, ‘Credit Analyst’, etc; instead simply say ‘FICO Team’.
FICO Credit Score for Existing Customer Procedure - ALL Agents
What was the last state admitted to the Union?
Hawaii
What is the highest APR that link'd states that Discover will increase to and which link'd doc can you find this on?
29.99% MAX APR
Prime Rate/Minimum APR CARD Enterprise Base Document
Card member calls in because they realized that on the recent balance transfer, they submitted, there was a wrong account number provided. What is the next steps to help this card member?
We should check to see when the balance transfer posted, if the balance transfer has been posted for less than 8 calendar days, then we must advise the card member to wait the 8 calendar days and then give us a call back, if the balance transfer has been posted for at least 8 business days, we would get them in touch with Billing Assistance.
Balance Transfer (General Servicing/ Post-Book) Procedure
How long has Logan worked at Discover?
Answer: 14 years
If a CM called in to update their email address and there's an undeliverable email flag, the CM provides email address, all@gmail.com, what would we tell the CM next?
IF there's a link'd doc to utilize, which one would it be?
The following User Names and Email addresses are restricted from being used.
Email/ Text Services Base Document
Which link'd doc would you find the answer on?
A card member calls in stating that they noticed that there was a balance transfer fee charged on the account from a balance transfer they recently had post to their account and they would like it removed, when the agent inquires why the card member wants the fee removed, they state that they were never advised that there would be a fee to transfer a balance. Are we able to adjust the fee for them in this case?
Which link'd doc would you utilize for this?
No, The BT fee cannot be adjusted. BT terms were provided at the time the BT was submitted or included with the BT check
Balance Transfer (General Servicing/ Post-Book) Procedure
True or False: There are two separate offers on the account for a Balance Transfer, the agent does not have to review the second balance transfer offer on the account, because the card member comes on the line advising them that they want to take advantage of the first offer.
For an extra special point, which link'd doc will this be found in?
FALSE, the agent must review both offers in their entirety to avoid an Op Risk Defect.
Balance Transfer Enrollment Procedure - ACTION
According to Strength finders what are Logan’s top 5 strengths?
Answer: WOO, Positivity, Adaptability, Developer, Individualization
Who was on the cover of Madden 05?
Ray Lewis (2005)
If a CM opts-out of receiving emails via preferences with a CM and asks the agent does this stop all emails, what would be the answer?
IF there's a link'd doc which one would it be?
Customers with a valid email address on file will receive an activation email approximately 30 days before the 5% promotion start date; this allows a customer to activate within the email.
Discover it / Discover it chrome CBB Earn Base Document
Will CPS allow transactions to continue on cards before new cards are received. If they do, what would we look for to tell us this and if we don't what would we look for?
Which link'd doc would provide us information on this?
If the memo starts with:
If a CM made a payment today at 5:01 pm EST, till when can they cancel the payment? Please specify answer for:
For Discover IT
For non Discover IT cards
Which link'd doc would you find this on?