QMS Trust
What does each letter of TRUST stand for? *Does not need to be in order
Tailor, Relate, Understand, Solve, Transparent
What should we be doing any time anyone mentions they are upset, displeased, annoyed, with something that they are having to deal with from Discover?
Even if it fully doesn't sound like a complaint we need to put in a complaint into the DCC tracker either in Atlas or from Consumer Complaint Tracker on Dlife and notate Atlas with complaint and DCC complaint ID
If we are doing an internal transfer, closing an account with amount over 25k, or have a request for an official check what must we do first? *Hint Authentication and Verification procedure
2nd LVL verify
After working a file in Bonza do we update account titles in our notes even if there was no payout?
Yes! Account titles are supposed to be in every bonza email! Per BCT Digital Filing Procedure Step 9
How many people are a part of Ropers Reapers?
21
Explain what the difference is between a Good call and a Critical call *Hint use the TRUST Scale
Good call- We met expectations, followed standards and policies, met customers expectations and needs, no increase in customer effort.
Critical call- We failed to meet expectations, failed customer expectations, and caused disinterest for continues business, created a high effort experience.
A TP joins the line, you think the phone might be on speaker, you hear a tv or someone talking in the background, even if you are not speaking directly to a TP what do you need to say before continuing the call
This call may be monitored and recorded
When getting a transfer from a different department for a living account holder what should we be confirming with the agent before going into the atlas profile?
Are they 1st or 2nd lvl verified
*To keep yourself from getting defects you can also put in your PN: Xfer from ____ 1st/2nd lvl pass
Someone calls in and asks "Will I receive my 1099-INT from Discover or Capital One?" what is the correct answer *Hint Tax Talking Points Procedure
On May 18, 2025, Discover Bank merged into Capital One, N.A. ("Capital One"). Discover Bank is now part of Capital One, N. A. All 2025 tax year interest paid is included on this form with the Capital One name and EIN. Note: If you have other accounts with Capital One, N.A., you may receive a separate tax form.
Whose favorite past time is window shopping and planning trips?
Tory
If we exceeded Discover expectations, created low effort experiences, and increased customer loyalty by creating a memorable experience for our customers, what would QMS grade this call? *Hint look at the TRUST scale
Outstanding
When quoting an APY how many numbers past the decimal point do we need to quote
2 even if it is a 0 we need to quote it at 3.90
When doing a MMR what info needs to be in our atlas notes
*Deceased Handling Deposits procedure under Deceased Notification and Docs required
What are some examples of the type of calls we need to be informing the customers about the merger with Capital one per a mix of procedures
Initiation calls, tax form title questions, opting out of non-solicitation, FDIC questions, not being able to open new accounts for non joint owners
Whose favorite food is Spicy Garlic wings?
Whitney
A customer calls in, and they have having trouble with the SDU, how would you SOLVE this call?
Troubleshoot SDU, offer different ways to get docs submitted to us, etc. As long as team agrees with answer given you will get points!
We have only received the death certificate it has not been processed, a POT POD is calling in to see if they are listed. Before we confirm or deny if they are listed what areas in atlas should we be checking?
Relationship manager to see if they are listed and generated mail/atlas note categories to make sure POT POD wasn't added after DOD
True or false in a death notification call we do NOT need to let the customer know about the merger
FALSE Every death notification call we should be advising of the merge and checking if they had any other Discover products as well as Cap one, and providing contact info and offering to xfer
How can you access your new Capital One GMAIL and how often should you check it
Thru Amazon workspace using your Capital 1 ID and password you created, you should try to check it at least once a week
How many of our agents are in OH
7
If we are using simple words, not having long winded explanations and checking our customers understand what letter under TRUST would this fall under?
Transparent
Besides using the word potential or possibly what are some other statements and verbiage you could use to make sure you are not disclosing info? Provide at least 3 examples
I can not confirm or deny
Using your own words if they had a cd account
Could have
*As long as team agrees points are given
What is needed in order to 1st lvl verify a customer
A beneficiary calls in for an initiation call, you go over what documents we will need from them. In your notes what are the acceptable abbreviations for the docs, how should your atlas notes look?
Advised POT POD we need Death cert, SLOI, W9
**DC IS NOT AN ACCEPTED ABBREVIATION FOR DEATH CERTIFICATE IT STANDS FOR DISCOVER CARD WE MUST BE PUTTING DEATH CERT OR DEATH CERTIFICATE IN ALL WRITTEN NOTES (Atlas, new mail, bonza)
Who runs a house plant hospice?
Danyale