Capricorn
When a non-discover member calls in to report a card lost. How should we complete the L/S?
Under Third Party
Can you tell the AU what the cycle date is?
Yes we can
t/f > reasons to place a cm on hold
>when reaching out to expert chat
>when investigating
>if you do not know the answer off the top of your head/ 100% sure
>waiting for an answer
TRUE you should never narrator in front of the cm the call should flow like water
t/f when adding an issue to the system issues chat you should have one message/ ticket each day. You do not have to include your timezone. You need to include to start time only
false> you should include start time/ end time/ and the time zone should be converted to EASTERN
What is kayla's birthday and how old will she be
04/06 shes about 20 something ;)
What does "Growing" mean for a travel inquiry?
cm has questions for experian where would i send her?
If she/he has a specific question for Experian, you are able to google the customer service number and give it to them as long as you let them know where you obtained it. The FICO team may be able to address general questions.
t/f we can take bank information without payment?
false
What is the total amount in 1 day (best practice ) to be in personal?
5 mins
t/f can the auth user activate a card?
yes they can
When placing a cm on hold what is the best practice for a time to check back in?
1:50 mark
What should we say on the closing of the call?
at the end of your calls stay away from the " did you need additional help" use terms "did I address your concerns" "did I fulfill your request today" even reiterate what the cm called in for " Mr. Smith I am so happy to completed your 500.00 payment effective today 04/01/2023 and that new card if that is all have an awesome weekend"
Why do we notate calls?
So the next rep can get a general idea on how to assist the cm. It helps avoid a spicy cm so they are not continuously repeating themselves. Keeps call history for the cm
Craig no longer wishes to have Braille Statements. How do you cancel enrollment for him?
To cancel Braille or Large print statement enrollment:
Can a third party make a payment?
yes by using their own personal bank account information
Darwins card declined due to code "16"? What does this code mean?
When a discover card is set to expire doesn't it expire at the beginning of the month?
They can use the card through the end of the month it expires or until they activate the new one.
Kalil is completing a queue for a welcome kit how long does he need to input the timeframe for the queue to be followed up to send out the card?
3 days
what link document will Kierra use to help her find out if we take cashiers checks as a payment method
Payment Methods and Posting Timelines Base Document
what is all the information needed to add the auth user
dob/ ssn/ first name/ last name/ physical address
Nakema just freeze Tara's account. Tara has a brand new Balance Transfer on the account. What will happen to Tara's BT?
BT will not be completed/ Posted
Mercedez is a PCM she wants a separate credit line for for AU Mr.Billes. Is this possible?
no Mr. Billies & Mercedez will share the same credit line
After L/S is completed and the cm wants you to go back to change the card to 24-48 hour delivery. How do we do this?
we can not once the L/S is completed no change can be made
can Darwin use a cashiers check for a payment method?
yes he can
what is the overnight mailing address?
Discover/Lockbox Number 6103 ATTN: Lockbox Operations 270 Remington Blvd, Suite B Bolingbrook, IL 60440