Balance Transfer
If a customer wants to complete a balance transfer. Can you read the terms and then transfer to BT team?
No,ONLY check to see if a BT offer is available prior to transferring to the BT Team. Do NOT provide BT terms (APR, duration, fee, and respond-by date) for a new BT request.
Balance Transfer (General Servicing/ Post-Book) Procedure
If a customer is asking when their promotional APR will expire, what is everything we must say?
The current promotional APR % , Expiration date, and Go to APR including Variable.
If a customer is telling you, they have not received their CBR refund check for under $1000, what is the timeframe for the check to arrive?
3-7 business days.
Credit Balance and Account Payment Refunds Procedure
If a customer has Direct pay and they want to make an additional payment the day before their due date. What will we want to inform the customer?
That both the Direct pay and payment will post to their account since they are making a payment within 72 hours before their due date.
If a customer says their card was stolen, would you immediately transfer to CPS?
No, You would first want to review their recent transactions. If no fraud is on their account complete L/S.
If unauthorized transactions are listed, you would transfer to Security.
If a customer is asking the name of the creditor, they transferred a balance from, can you tell them the name of the creditor?
Agents can provide the BT creditor name and dollar amount. The full creditor's account number should never be released.
Balance Transfer (General Servicing/ Post-Book) Procedure
How do you remove the Minimum .50 APR charge for a customer?
Monetary Adjustment (GENERAL) Procedure
When would you submit feedback on a call?
while engaging in any interaction with the customer and they express dissatisfaction or expects relief or a change regarding a Discover product, a consumer’s input is considered feedback. If the customer is no longer dissatisfied after the interaction, then document the statement of dissatisfaction as FEEDBACK.
Feedback/ Complaint Enterprise Procedure
Why is it important to give a PIF quote to a customer who is trying to pay off their balance to $0 after carrying a balance.
To avoid residual interest.
If a customer is making payments and their balance is not decreasing, would you transfer to CMA?
No, You would explain we can not reduce the rate on an existing balance and use paying down balance talking points.
CMA Related/ Delinquent Account Handling Procedure
Are you able to delete a balance transfer?
Yes as long as it is in the correct BT status
In ORION click F6-BT > BT Information tab, highlight and right-click on the BT.
Balance Transfer Base Document & Balance Transfer (General Servicing/ Post-Book) Procedure
How are payments applied to an account with multiple balances and Different APR's?
Generally, minimum payments are applied to balances with lower APRs first. Any amount paid above the minimum payment will generally be applied to balances with higher APRs first.
Payment Allocation (Hierarchy) Base Document
If a customer says
"You lied to me about my Cashback. You told me I would get 5% on every purchase. I just learned it is only 5% on certain purchases."
What will you have to submit?
If a customer alleges potential UDAAP and/or discrimination, track it as a complaint and indicate that it relates to UDAAP and/or discrimination
Feedback/ Complaint Enterprise Procedure
I am a new card member, and my account cycle closes on the 26th when will my due date be?
Due date the 21st.
Payment Due Date Changes Procedure
A customer is trying to redeem their rewards to their bank account. However, they make their payments with Bill pay and explain they cannot see a bank account on file to redeem their rewards. Do you transfer this call to Esupport?
No, you will want to explain that we do not have a bank account on file since they pay their bills directly from their bank account.
They can add their bank account online by making a payment or redeem up to $300 with the agent on the phone, then call back in 24 hours to redeem the remaining.
Rewards Redemption Procedure
A BT posted to Discover account, but the creditor has not received payment. Can the customer Dispute this BT if it has been less than 8 Calendar days?
No, Tell the customer the BT recently posted to Discover account and allow more time for payment to post at the creditor.
Balance Transfer (General Servicing/ Post-Book) Procedure
A customer asks about promotional offers on their account. Where can you see if the customer has any promotional offers?
Click APR Eligible button (APR and Fee Summary screen) This will show Yes or No if call can be connected to Retention APR.
APR Inquiries Procedure
If a customer received their replacement card and has questions about previous transaction on their old card. How can you locate their previous account?
In Orion F/1 page 2
Click previous account under cross reference accounts. (above EDS KEY)
If a customer explains that they made a payment from the wrong bank account and it is showing pending, can you edit the bank account for the customer?
No, you cannot edit the bank account, you can delete the pending payment and resubmit the payment for the customer with the correct bank account or explain they can delete this payment and submit the correct bank account online in their account center at Discover.com.
If a customer has questions about their Balance transfer on their account, do you transfer to the BT team?
No, you would handle this call frontline.
Balance Transfer (General Servicing/ Post-Book) Procedure
The customer's account has been open for 4 days, and their balance transfer has not posted yet. Can you tell me when they should see the funds on their credit card?
in 14 days.
Balance Transfer Base Document
If a customer pays off their balance in full and they get Residual interest why does this happen?
When a balance is carried forward month to month, the account accrues interest on a daily basis.
If a customer Carrys a balance (not paying in full) from one statement to the next and then makes a payoff not using the pay in full they will see residual interest.
APR Inquiries Procedure
How do you assist a customer with linking their card to Amazon so they can redeem their cash back.
explain they will need to go to amazon.com/discoverrewards, sign in , click link your rewards account now. Enroll.
Pay w/ Rewards at Amazon.com Procedure
What can you tell the customer frontline about Kitenet hold?
“We received a payment of [insert amount] on [insert date], however the available credit will not increase until the payment clears. The funds will be released automatically within 8 business days from the date hold is placed, and the available credit will be updated accordingly.”
Payment Review (Kitenet / Early Warning Services [EWS]) Procedure
Does Discover offer Virtual card numbers? If so, do we handle this frontline or transfer to Esupport?
We would handle this Frontline. The only Virtual cards we have are through Google chrome and Instant credit is not a Virtual card number.
Instant Credit Procedure
Google Chrome Virtual Card Numbers