Customer Info
What are at least 2 scenarios where we do NOT need documentation for a Name Change?
1). Marriage/Divorce. 2). Misspelled name. 3). First and last name transposed. 4). Removing middle name. 5). CM reverting back to maiden name. 6). Change to/from a nickname. 7). Add/Change/Remove prefix, suffix, etc.
**Name Change Procedures
What is the payment cut-off time for a payment to be EFFECTIVE for a More card?
5pm ET
***Payment Methods and Posting Timelines Base Document
How many cards can each customer have?
4 per customer
***Card Inquiries Procedures and Card Base Document
How many days does a new accnt need to be open before we start processing a Balance Transfer?
14 days.
***Balance Transfer Base Document
Where do we go to remove a GNA Get New Address flag?
F1, Page 2, Authorization drop-down to Normal, Update.
***Address and Phone Number Change Procedures
What are the 2 reasons we would be resubmit a Returned Payment?
R01-Non-sufficient Funds
R09-Uncollected funds
Bonus! And the payment amount is less than $2,500.00 (and greater than $5.00).
***Returned/Restricted Payments and Prohibited Status Procedure
CM has a Metal card and wants to destroy it. What do we do?
Most BTs are process within how many days?
4 days.
***Balance Transfer Base Document
Where do we go to Add/Remove/Update a Verbal Password?
Action drop down, Verbal Password, Save, End Process.
***Verification of Caller Procedures
Explain to me how we allocate payments here at Discover.
Min due payments will go to the balance with the lowest APR.
Any amount above the minimum due, always go to the balance with the highest APR.
***Payment Allocation (Hierarchy) Base Document
If a card expires on 10/25, what is the last day the CM can use the card before it officially expires?
10/31/2025, the last day of the expiration month.
***Card Base Document
What do we tell a CM who asks the status of their BT and we see on F6, its says 10 - Trans Authed?
We advise the CM that the payment was sent to creditor.
***Balance Transfer Base Document
What is the minimum age to be added as an AU?
15.
***Adding Authorized Users/Authorized Employees/Joint CMs Procedures
What do we say to a CM who asks us what their future Min Due Payment will be? And how we do find the MPD Calculation breakdown?
Let the CM know that we are unable to give estimates on a future MPD, however, we can tell the CM how we calculate MPDs.
Amount Due on F1.
***Minimum Payment/Payoff Procedures
There are 6 steps to sending a Welcome Kit. What are they?
1). Verify Address. 2). Send approval letter via Credit Ops if account is less than 30 days old. If more than 30 days old, queue to Coach. 3). Send the CM Agreement. 4). Send Privacy Policy. 5).Send Terms and Conditions. 6). Queue for card.
***Card Inquiries Procedures
What agents are permitted to DELETE to pending Balance Transfers?
All agents are permitted.
Balance Transfer (General Servicing/Post Book) Procedures
Where do we direct a CM who wants to MAIL in their documentation for a legal name change?
PO Box 30943 Salt Lake City, UT 84130
***Name Change Procedures
If a CM has DirectPay set up for a Fixed amount of $500, but makes a payment a week before withdrawal for $700.
What happens to that DirectPay amount of $500?
Nothing, both payments process.
***DirectPay Procedures
Can an Authorized User activate cards for other users on the account?
Yes :D
***Authorized User Privileges Base Document
What can customers use to track the progress of their Balance Transfer?