T/F
The Spend Analyzer is located on the Account Center and the Discover Mobile App. It is a tool customers use to track purchases and compare their spending history.
TRUE ( Spend Analyzer Base Document)
Where in ACTION can I find out how many Authorized Users a cm has
Under cardmember info
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What are the weekend hours for CMA Delinquent Account?
8:00AM- 2:00PM- Saturday
9:00AM-2:00PM- Sunday
What can you provide as a hint if the CM doesn't know their User ID?
the 1st letter of the User ID
Account Center Procedures
This document is an overview of Mobile Card Acceptance and website transactions via a Payment Service provider. What is the name of this link document?
Mobile Card Acceptance and Payment Service Providers
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Before transferring to Kitenet, we must first check with the CM to see if the payment has cleared their bank account.
False - we no longer need to ask CM if the payment has cleared their bank account before transferring.
What is the only call type frontline agents should transfer to ACT?
MILES/Chrome rewards questions and/or redemptions.
What is the time frame for a CM to receive a card that we are sending out frontline?
HINT:This is referring to sending a card out via ACTION
100 extra points if you can name the Orion time frame and when this time frame would be applicable.
3-9 business days
Card Inquiries Procedures
Customers may call (blank) to initiate a call via a relay service anywhere in the U.S.
100 extra points if you can name the doc you found the answer in
Customers may call 711 to initiate a call via a relay service anywhere in the U.S. (ADA Accommodation Card Enterprise Procedure)
This document outlines frontline agent handling for billing dispute inquiries. This includes Business Card and Corporate accounts. What is the name of this link document?
Billing Dispute Inquiries - Frontline Agent Procedures
Mis posted Payment - If payment mis posted to an incorrect account and customer requests payment transferred to the correct account transfer to the billing resolution team.
FALSE - Transfer to Billing Disputes
Agents are not permitted to calculate or provide an estimate for what a future minimum payment due (MPD) will be because there are several factors involved in the calculation, including the:
Hint 4 total factors
(Minimum Payment Due Base Document)
Account balance
Transactions
Payments
Interest and Fees
What are the hours for CMA Off Hours Edit Scheduled CMA payment?
100 extra points if you can explain when you would transfer to this department??
24/7
CMA Related/ Delinquent Account Handling Procedures
answer 2- transfer when CMA is closed and they specifically need to edit or cancel CMA payment
What accounts status may suppress alerts from emails or texts AND how many of them are there?
HINT: There is 5 total!
(Email/ Text Services Base Document)
Bankrupt
Lost/Stolen
Charged Off
Fraud
Revoked
What doc gives you information on trade line deletion?
Credit Bureau History / Updates Procedures
You can service (ITP) Identity Theft Protection
frontline.
200 extra points if you can name all of the protection products that require a transfer.
FALSE
*You must connect to DPS*
ANSWER 2
Identity Theft Protection (ITP)
Wallet Protection (WLP)
Payment Protection (DPP)
List three domains that are restricted for email addresses being used.
Email/ Text Services Base Document
During an acquisition BT initiation, when the BT requested amount is less than the credit line approval amount, how much of the credit line with the BT initiate for? (including the fee)
95% of the credit line
Balance Transfer Base Document
On the mobile app what version of iOS is needed for the cm when using the Discover Mobile App for iPhone, iPod Touch, and iPad?
iOS Version 15.0 and higher required
(Mobile Solutions Base Document)
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What document answers the following question:
How is does a CM receive a monetary adjustment on an account that is closed or purged?
(Account Corrections/Remediation Activity)
If a monetary adjustment is applied, most customers will receive a statement credit, but if the account is closed or purged, the refund is issued by check. (Note: If check is sent, a letter usually accompanies the check.
Return Payment (check charge) Fee (e.g., Non-Sufficient Funds)- Adjustments can only be made for Return Payment (check charge) fees when the system recommends. No overrides can be processed unless a Discover Card error has occurred.
TRUE- If an override is needed, queue the account for an override and notate the override reason that applies (Monetary Adjustment (GENERAL) Procedures)
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Explain the recent authorization strategy decline reason:
Security Policy decline:
200 extra points if you can name the TWO docs that provide information on this call type.
The available credit is restricted by the dispute amount until the dispute is resolved.
Decline Authorization Procedures and Authorization Strategy Change for Disputed Transactions Update 11/7/23
How long does a CM need to wait for the creditor to receive the BT funds AFTER the BT has posted to the account?
8 calendar days
Balance Transfer (General Servicing/ Post-Book) Procedures
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When a new account is created after an L/S has been done and the PCM needs assistance logging in, do you re-send the user id and/or a temporary password from the old account or register the new account?
Account Center Procedures
Re-send the user ID and/or temporary password from the old account.
What doc provides you with the procedure for unlocking the CM's account in the security code tab in eSolutions?
Stronger Authentication - Online Code Validation/ OOB Procedures