Statements
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
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
Where can the Customer find their Year end Summary?
Statement Procedure
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
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)
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
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?
Payment Allocation (Hierarchy) Base Document
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
How would you explain what an Interest charge is using Link'd?
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)
Can you Fax a statement?
Yes, only upon customer request.
Statements Base Document
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?
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
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?
Credit/Cash Line Decrease by Discover Procedure
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
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)
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)
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.
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
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
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:
Example-Subject- Late fee removal
Text- Customer lost their job.
Queue Function Job Aid
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)
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
When does a cash advance start to accrue interest?
Cash Advance Base Document
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
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
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.