Milestone 1 Jeopardy

Account Updates

100

Orion F2

Confirm email address

Confirm phone number is accurate

Complete additional verification

Update Address

200

Orion F1 Page 2

Select Option

Verify Location and Date

Read talking points

Email Confirmation

Travel Notification

300

Orion F2: Required Information Needed:

Date of Birth (DOB)

Social Security Number (SSN)

Physical Address 

Add Authorized User

400

Verify Department Hours of Operation

WARM transfer call

Provide number to CM to call back if needed

Deceased Customer Handling

500

Thank the CM for letting us know

DO NOT proactively offer to memo account

Let the CM know this may not prevent a security hold

Have the CM verify the best phone number 

Large Purchase Notification

Activation & Cards

100

True/False:

The PCM/SCM/AU can choose to activate one new card or additional cards on the account on the same call.

Verify Link'd Document

True:

Activate/Deactivate Card Procedure

200

Account number stays the same

Stops the following from being completed/posted:

All new purchases

New/Pending Balance Transfer

New Cash Advance

Freeze/Unfreeze Account

300

Orion F3

Select Card

Verify Seq Number

Confirm additional verification

Advise CM to remove sticker 

Some steps for Card Activation 

400

Card Misplaces and no one has access

Leaving country for extended period

Plans to use the card in future only

Merchant Calls to report found card

Link'd Document Used

Deactivate Card

500

Send CM Agreement

Send Terms and Agreement

Send Privacy Policy

Queue for 3 Days

Welcome Kit

Statements

100

Date when statements are sent to CM

Cycle Date

200

Transactions that occur after statement is sent

Post Statement Summary

300

Can be found via Action or in Orion F9

Declined Authorization Reasons

400

Verify Link'd Document for process when CM calls and does not recognize, or Disputes transaction.

Dispute Initiation Procedures - Billing Assistance

500

Queue timeframe for the day AFTER cycle date for this adjustment.

Late Fee Adjustment

Payments

100

This step occurs after confirming banking information

Verbatim Disclosure

200

Includes Statement Balance, Posted Transactions within billing cycle, and interest to date. 

Pay in Full Quote

300

Payment Allocation/Hierarchy

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.  

400

Customer makes payment that has not posted, and after checking memo we see "....HOLD OTB PEND PMT CONFIRM" or "**EWS {A or R} ** PMT $XX HOLD OTB PEND PMT CONFIRM"

Kitenet Hold/Payment Review

500

Payment on Discover IT card made after 5PM ET and before Midnight ET on Sunday is effective this day, processes this day, and posts this day.

Sunday, Monday, Tuesday

Misc.

100

V17.99%

VARIABLE 17.99% or 17.99% VARIABLE

200

New Account takes up to ___ days for setup after a lost/stolen.

2

300

Handling for Declined Auth Reason Code 13

 

• Apologize for the inconvenience 
• Have the customer/ merchant insert or swipe/re-swipe. 
• If that doesn’t work, offer to resend the customer a new card. 
• If the customer was attempting a Contactless Transaction, please fill out the Merchant Referral form located in the

400

7 Payment Methods

Internet/Mobile

Pay By Phone/IVR

DirectPay

Mail

Electronic Bill Payment (eBill)

Wire Payments

Military Allotment

500

Min Payment Calculation

The Minimum Payment Due will never exceed the New Balance, and may include amounts in excess of the credit limit. Otherwise it is (rounded up to the nearest dollar) any past due amount plus the greater of: $35 OR 2% of New Balance OR Fees for any debt protection product enrolled in on or after 2/1/15 + Interest Charges + Late Fees + $20.