Statements
APR
Knowledge Check
Payments
POA
100

What is the Timeframe for when a customer should receive their statement in the mail?

7-10 calendar days after the closing cycle date


Statements Base Document

100

If a customer has a new promotional offer and you can see it in memos but has not received their reward, what can we explain to the customer?

Explain awards are generally applied within 1-2 billing cycles after the promotion end date. The customer should review the Terms and Conditions for specific details.

All Promotions Job Aid

100

Where can the Customer find their Year end Summary?

  • Only available on-line through the Account Center and the Mobile App to registered customers.
  • Generally available January 1 every year and remains available through the end of the current year.

Statement Procedure

100

Are you able to delete Direct pay, or Do you have to transfer to ProCore?

You can remove Direct pay frontline,**Do not transfer to ProCore unless the customer says they want to enroll or wants to modify their enrollment** 

DirectPay Procedure

100

Can a POA request a temporary password for the account center if they are having issues logging in?

No,POA's may not request a temporary password.

POA/Conservator/Guardian/Trustee Procedure (POA Servicing)

200

Can we enroll the customer in paperless statements?

No, the must enroll through the account center or mobile app, agents are not able to enroll the customer over the phone. 


Statements Base Document

200

IF a customer has a 0% APR promotional offer balance and a Purchase balance how will their $500 payment be applied to their account if their minimum payment is $100?

  • Minimum payment of $100 will be applied to the balance with the lowest APR first and the remaining $400 will be applied to the balance with the highest APR.

Payment Allocation (Hierarchy) Base Document

200

If a customer did not receive their refund check for the secure card graduation, what is the timeframe we would check before sending a new refund check?

We must wait 14 calendar days.


Secured Card Procedure

200

How would you explain what an Interest charge is using Link'd?

  • Interest Charge is the charge to borrow money based on the balance and APR.

    • When a balance is carried forward month to month, this is called a revolving balance
    • If statement balance is not paid in full (carried over to the following month), interest accrues daily. Accrued interest is billed on the following statement    


      APR/Interest Charge Base Document   
200

If a POA calls to update the phone number and address information on the account, would we handle this call frontline? 

Yes, Skilled core is part of the POA servicing group.

POA/Conservator/Guardian/Trustee Procedure (POA Servicing)

300

Can you Fax a statement?

Yes, only upon customer request.


Statements Base Document

300

If a customer was targeted to receive a promotional APR offers on social media, such as Facebook and Instagram are we able to enroll them?

  • Agents cannot enroll customers in these offers.

If the customer has questions about the details of the offer or wants to enroll; they must go to discover.com/myoffers.

Promotional APR Paid Media Offers

 

300

If a customer has questions about their Credit limit being decreased by us, Are we able to tell them why, and where would we transfer them to if they want to discuss the reason?

  • Explain we regularly evaluate accounts and will occasionally adjust the credit/cash credit line.
  • Explain a letter was sent explaining the reasons why the credit/cash credit line was decreased.
  • If the customer wants more information and/or reasons for decrease, connect to Directory>Portfolio Verification.

Credit/Cash Line Decrease by Discover Procedure

300

I am a new card member, and I made my first purchase but do not have a due date yet. My cycle closing date is the 9th. What can you inform me about my statement cycle?

You will have nothing due until your cycle will close on the 9th and your due date will be the following 4th, you are more than welcome to make payments to your account as long as the transaction is posted.

Payment Due Date Changes Procedure  

300

If a POA is not confirmed on the account, what information can we provide them?

Provide the options to send their POA/Conservator/Guardian/Trustee documentation (email, fax or mail)

  • Email: poadept@service.discover.com
  • Fax:    1-224-813-5217
  • Mail:   PO Box 30950, Salt Lake City, UT 84130-0943

Tell them once the document is reviewed a confirmation is letter mailed to the address on the account.

 Documents are generally processed within 5 – 7 business days once documentation is received.  


POA/Conservator/Guardian/Trustee Procedure (POA Servicing)

400

If a customer made a purchase before their statement closed on 1/6, but the transaction posted on 1/7, Which statement would the customer see this charge on?

The Post statement. because the current statement that closed on 1/6 would have been processed since the transaction posted after the closing date on 1/7.

400

What are the three things you would want to disclose to a customer who is asking about a cash advance?

The APR, The Fee, Amount available.


Cash Advance Base Document

400

If a customer wanted to pay only their min payment of $35 but paid $100, How much would we be able to refund back to the customer?

We would be able to refund $65, because if we refunded the entire $100, it would negativity impact their account. 

Double Payments/ Overpayments Procedure

400

A customer is requesting a late charge removal because they just lost their job, But Orion will not allow me to remove the late charge, what must I include to request this late fee removal in the Queue?

Fill in the Item Description with the following: 

  • Subject - Add what actions needs to be taken, unless otherwise directed by procedures. 
  • Text – Detailed information/instructions of what actions need to be taken. 

Example-Subject- Late fee removal

Text- Customer lost their job.

Queue Function Job Aid

400

Can a POA request to add themselves as an AU to the account?

No, They can not Request to add Authorized Users (including self)



POA/Conservator/Guardian/Trustee Procedure (POA Servicing)

500

If L/S is done on the cycle date, will the customer receive the old account statement or their new account statement?

The customer will receive the L/S account.


Statements Base Document

500

When does a cash advance start to accrue interest?

  • The interest on the cash advance amount is calculated at the Cash APR and starts to accrue interest on the transaction date. This information is included on the back of the customer’s statement.

Cash Advance Base Document

500

Can you have a different Pin number set up for an AU and SCM card for a cash advance?

Yes each card holder, PCM, SCM, and AU can have different Pin numbers for a cash advance.


Cash Advance (PIN and ATM) Procedure

500

Would you Queue a Late fee refund because the customer forgot to make a payment or threaten to close their account?

 No, forgetting to pay or telling us they will close their account is not an extenuating circumstance.


Monetary Adjustment (LATE FEE Strategy) Procedure

500

Can a POA request a credit line increase?

No, A POA cannot request a credit line increase. They can only complete a credit line Decrease.