Show:
Rewards
Credit Reporting/FICO
APR/Interest
Statement Inquires
TEST YOUR LUCK-2X POINTS!
100

The tab in Orion where a customer's Rewards information can be found.


What is F5 Rewards Hub

100

We transfer customers here if they have FICO score questions not related to what frontline agents (that's you!) handle.

What is Directory> FICO Credit Score Team

100

The types of APR.

What is standard, introductory, promotional, past purchase, and cash APR?

100

How you assist customers that want to be enrolled in Paperless Statements.

What is We cannot enroll a customer in Paperless Statements. The customer must enroll through Discover.com or the Discover Mobile App.   

100

The response to a customer asking how an account closure will affect their credit score/file

What is advise

  • We don't have information on how this will impact a credit score/bureau.
  • They can contact the consumer credit reporting agencies directly
200

The minimum number of redemption examples that we are required to give customers if they do not ask for all options.

What is 2, Deux, Dos?!

200

Frontline agents (that's you!) only handle the following FICO credit score topics.

What is 

  • Giving the FICO credit score to the Primary Cardmember (PCM)
  • Giving quarterly graph information
  • Opting-In or Out of FICO credit score
200

The information that we provide when disclosing a standard purchase or cash advance APR

  • Purchase APR
  • Promo APR
  • Date the Promo APR starts and expires.
  • Go-to rate
  • Transaction start and/or end date(s), if the reason for the inquiry relates to this information.
200

This statement contains charges made after the last statement cycled 

What is post statement?

200

Link'd Current Events:

On December 3rd the direct link for ___ and ___ will be removed for online customers


What is the direct link for FICO Credit ScoreCard and Online Privacy Protection 

300
The rewards redemption options that we offer our customers.

What is Statement Credit, Electronic Deposit, Gift Card/eCertificate, and Pay with Amazon.com, Paypal.com, or Apple Pay


300

The FICO history tab and FICO graph have this number of months of FICO credit score history and/or scores.

What is 12 months

300

Our current prime rate and the date of the change

What is 7.0% on 10/29/2025

300

We hold a record of our customers' statements for this amount of time

What is 7 years

300

When a customer calls to report a death and it is after Deceased Account Services operating hours we do this.

What is complete the Deceased Cardmember form. 

400

The reward posting timeline.

What is 1-2 billing cycles

400

Those that need permission to discuss the FICO credit score

What is 

  • SCM (Secondary Cardmember)
  • AU (Authorized User)
  • TP (Third Party)





400

A customer wants to know why they are still seeing interest on their account after they paid in full. Explain as the expert what is happening to the account

What is Interest is accrued daily. The residual interest charges on the account were accrued from the beginning of the billing period for the LAST statement sent until the day it was paid in full.

400

A customer can request up to 24 months of statements using this system

What is the IVR?

400
Our procedure when a customer asks for an off-cycle credit file update

What is 

  1. Go to F1-page 2 in Orion.
  2. Click the Off Cycle Bureau button.
  3. Memo the specific reasons for the change/update.
    Note: The update will reach the Consumer Credit Reporting Agencies within 3 calendar days.
500

The customer wants to know why they have a negative rewards balance

What is because the customer redeemed their Reward balance, then did a merchant return.

500

The 3 ways that you can get an operational risk defect when giving the FICO credit score to a customer

What is 

1. Giving the FICO credit score to anyone other than the PCM or exceptions listed

2. Giving the wrong FICO credit score

3. Not giving at least the 'as of' month when stating the FICO credit score. It's a best practice to give the month, day, and year of the FICO credit score.

500

The general requirements for providing APR

What is 

  • The full APR must be given and if the APR is variable, it must be stated.
  • The APR can be provided from either Orion Page 1 or Orion Page 1 APR button
  • Always disclose the current APR from the 'Next' column.
  • When disclosing balances from the APR Summary screen the Legally Required Verbatim Disclosure in the middle of the screen must be read.
  • When customer asks for APR and account is currently under a promotional (promo) APR, the customer must be informed of the purchase APR and the promotional (promo) APR
500

The account flag that causes statements to be automatically suppressed

What is Get New Address?

500

Our response when a customer states that a third party credit reporting company is showing different information about their credit information. 

What is 

  • We cannot advise why a third party credit reporting company is reporting differently.
  • Advise the customer reach out to the third party credit reporting company for more information.