Multi-Jeopardy

orion

100

the cm calls in stated they received an SSN alert from us....where in orion can you check this?

on F11> history> SSN Alerts/NA

200

the cm no longer wishes to go over their credit line anymore they ask what can you do to help them?

Navigate to F1 PG 2 to change cm preference from overlimit> yes to overlimit>no

300

how do you complete a payment for the cm using only orion?

How do you freeze an account in orion(tell me what are the 2 ways)

this is worth 450 ptns 

payment> use the DP screen>PBP button

freeze> f1 pg1 (freeze) f4-cards (freeze button)

400

How do you explain the post statement to the cm & where is this located?

post statement found on f3 statements

these are all the transactions on the account after the cycle has closed 

500

Where do you navigate in Orion to find out Discover Deals?

use the intranet button> discover deals

milestone

100

You have a third party calling in to make a payment on the account, can you help the 3rd party with this?

Yes we can as long as the 3rd party uses their OWN personal bank account information

200

where can I find the cm bank account information in Orion

if you can name the second place then you get 50 extra ptns...hint( cm needs to be enrolled)

f1> under pay it section

the second place is the DP screen...if the cm has DP 

300

Can a third party complete a lost stolen on an account 

yes they can ;)

400

is the POA allowed to complete the following:

cash advance/ set a pin/ request new card/ change the password.

10 extra ptns for each correct answer 

cash advance>no
set pin>no
new card>yes
password>no

500

How old must someone be to become an Auth user

Can you tell the Auth user the FICO score?

Request a PIN for the SCM>

20 extra ptns for each correct answer

age> 15
FICO>NO
PIN>yes

msg can

100

what is the address for the North Carolina Payments

can line 385

200

true or false: can the cm use the click to pay on MOBILE devices?

20 extra ptns if you provide details 

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Yes, you can use Click to Pay on any device that can access the internet. Just look for the Click to Pay Icon on merchant websites or apps that accept Discover, then click to pay.

300

can the cm enroll in paypal on the mobile device

50 extra ptns if you can build the message 

can line 333

You can link your Paypal account in 3 easy steps: 

1. Select "Services" 

2. Tap “Manage Cards & Devices”

3. Choose “Link Now” next to the Paypal icon

400

are we allowed to cancel identity thief protection for the cm?

40 extra ptns if you can build the message 

line 256
(we would provide the self-service)

You can cancel online in 4 easy steps:

1.  Log into your dashboard 

2.  Select View Membership Details

3.  Scroll to the bottom under Membership Information section

4. Select Cancel Your Membership 

If you have any questions or wish to cancel by phone, please call us 24/7 at 1-888-883-4393.

500

How do you explain what residual interest is to a confused cm?

80 extra ptns if you build the message

The interest you see on your current statement accrued between your last statement date of xPreviousCycleDatex and when we received your payment in full on xPaymentDatex. 

When carrying a balance, interest accrues daily. However, it’s not added to your account until your next statement is released. If you keep paying the statement balance in full, you won’t receive interest on your purchases moving forward.  

declines

100

what link doc do you use for the decline codes/ transactions 

Declined Authorization Procedures

200

what does it mean when you see this on the account :
TOKEN STATUS RESULT FAILUTRE/TVR FAILURE

• Ensure the customer has completed mobile wallet activation.
  • If active, customer may need to delete their card from that device and re-add.

300

how do you handle the code for the cm?

"SP"

Check memos to identify if the customer has verified the transaction with CPS

• If CPS has spoken with the customer regarding the declined transaction and performed verification, no need to connect to CPS.
   
• If CPS has performed verification but has NOT spoken with the customer, connect to CPS.
  • Advise the customer or merchant that you will connect them to someone who can assist.

400

How do you explain this code to the cm?

"94"

• Confirm whether we have correct address and zip code on file and update if needed.
  • When entering the zip code, customers should use the zip code for the billing address on the account. 
• Ask customer what address merchant is using; it must match what we have on file in order to authorize.
  • If there is an apt #, you must place it AFTER the street address (or this may cause it to decline). 
  • If the customer is using a swipe card machine, make sure the customer is keying their zip code, not their PIN.

500

How can we tell the cm what this code means?

High Risk Cash Advance

• Potential fraud activity. 
• Advise the customer or merchant that you will connect them to someone who can assist. Connect the call to CPS (Security)-Fraud Prevention.   

messages

100

what message can matches with these steps:

You can link your account to Amazon with the below steps: 

1. Sign into your Amazon account 

2. Click "Account & Lists" 

3. Choose "Add a Credit or debit Card" 

4. Enter your card information 

5. Select "Add your card"

6. Choose the correct address

7. Click "Use this address" or "Add a new address"

8. Select "Okay" 

9. Select "Account & Lists" again 

10. Choose "Shop with Points"

11. Pick the account you'd like to link 

12. Click "Enroll"

13. Verify the zip code and whether you'd like Amazon to use this as your default payment method 

14. Click "Enroll"

WEB Amazon - DC Not Saved on Amazon can line 471

200

what can matches this navigation:

You can see a breakdown of the rewards you've earned in 3 easy steps: 

1. Select "Activity"

2. Click "Activity & Statements" 

3. Choose the desired statement period under "Select Activity or Statement Period" 

A breakdown will be listed to the right under "Rewards Summary"

 

can line 426 > web view cbb breakdown

300

what navigation matches with these steps?

You can update your phone number in 4 easy steps:

1. Tap “More” 

2. Choose "Profile"

3. Tap “Contact Information”

4. Select your phone numbers

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update phone on the mobile

400

With purchases, as long as you pay off your entire statement balance each month, you won’t be charged interest. If you don’t pay the entire statement balance, you’ll be charged interest on your balance.

what matches this explanation?

line 39 for interest charge with no balance transfer or cash advance

500

The cm is concerned of a breach notification on the account how do you explain this to the cm.

this is 50 extra ptns if you build the message

 

We were notified your account information may have been involved in a data breach. Discover systems weren’t involved, but to be safe we’ve changed your card number. You’ll get the new card in 3-7 days and you can use your current card until then. Just remember to activate the new card and destroy the old card. Your login information will stay the same, and you can still use the account center, but some features will be unavailable for 24-48 hours. We also suggest reviewing recent purchases to make sure everything looks good and there are no unauthorized purchases.
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