Show:
Joint Owner
Maintenance
Authentication &
Verification
Deposits Product Base Document
CB Requesting HSU Procedure
Releasing Account Information
100

PO calls stating they tried adding a JO into their CBD acc but was not able to. How should you proceed?

If attempt was made online:

  1. Review memos for pending Almanac case.
  2. Was a case found?

If Yes -> Move to Application Fallout Deposits/Retail Branch Procedure.

100

Under what circumstances must you 2nd level verify before requesting an official check for the AH?

  • Account closure with balance (if address changed within last 30 calendar days and funds disbursed via Official Check)
  • Distribution from Certificate of Deposit (CD) to either: 
    • Alternate address
    • Address on file that changed within last 30 calendar days
  • Official bank check to any:
    • Alternate address
    • Address on file that changed within 30 calendar days
    • TP 
100

Which account types are eligible for Overdraft Protection?

CBD, MM, and PC (Personal Checking)

100

What personal info changes are considered High Security Updates?

High Security Updates (HSU) are changes to:

  • Legal Name Change
  • Date of Birth (DOB)
  • Social Security Number (SSN)
  • Tax IDs:
    • Employee Identification Number (EIN)
    • Individual Taxpayer Identification Number (ITIN)
    • Taxpayer Identification Number (TIN)
100

In what scenario could you provide the AH with their full account number?

Either:

  • Account is any:
    • Certificate of Deposit (CD)
    • Closed
    • Discover Personal Loans (DPL)/Discover Student Loans (DSL)
    • Frozen/Pending closure due to confirmed fraud and needed to send Declaration of Loss form
    • Individual Retirement Arrangement (IRA)
  • Beneficiary Care Team (BCT) deceased handling
200

PO states they tried adding JO online but they were not able to. There are no Atlas notes for a referred JO under the PO's profile. How should you handle this call?

If attempt was made online:

  1. Review memos for pending Almanac case.
  2. Was a case found?

If No -> Advise account owner to reattempt adding potential JO.

200

AH by the name of Jennifer Crawmer calls. During 1st lvl verification on Atlas, she stated her name as Jen Crawmer. Does she pass 1st lvl verification?

Authentication & Verification Procedure > Important Information:

  • Shortened version of first name acceptable.
200

Which account types can you make a deposit to with a Money Order?

CBD/OSA/MM/CD

200

AH provided you with their name, Jeffery. They stated they'd rather be called Jeff by the bank and its agents. How do you fulfill this request?

  1. Click Customer Information (Profile column) > Primary Customer Information.
    System Location: Customer Actions screen
  2. Enter customer's preferred name (Preferred Name).
  3. Click Submit.
  4. End.

Note: An auto note generates.

200

What specific pieces of information is okay to share with another agent when warm transferring the AH?

Warm Connecting to another Discover account manager, any can be released with account owner on hold:

  • Account Owner Full Name
  • Account Number(s)
  • Application ID
  • Customer Information File (CIF)
  • Inbound ANI
  • Social Security Number (SSN)
300

Can a JO also be an AIF (Attorney-In-Fact)?

Is potential JO on account as Attorney-in-Fact (AIF) or beneficiary? 

If:

AIF - Remove Attorney-In-Fact

Beneficiary - Remove Beneficiary 

300

If account holder calls, then hands the phone to TP during the call, is authentication required?

  • If account owner #1 calls, then hands phone to TP during call, authentication not required. Advise call may be recorded (move to Disclosures and Voicemails Deposits Job Aid).
300

Which account types are the only ones eligible to be converted into a Trust Account?

MM & CD

300

An AH with a Trust acc wishes to update their DOB with the bank and the proper handling team is not open. What should you do?

Send email with the following information:

  • To: CEG-CustomerFollowUp
  • Body:

    • Account number
    • Account owner's name
    • Request reason
    • Webtop DLN (does not apply to us)
300

AH has multiple MM accounts and wants to know which MM balance you are referring to during an outboundcall. What should you do?

Provide the last 4 of MM account number.

Can release for any:

  • Account Center registration for account open less than 5 calendar days
  • Outbound call:
    • Account Owner/Joint Owner asks which account call is about
    • Account Owner/Joint Owner asks for Last 4 to verify Discover is calling 
  • Servicing multiple accounts
400

What can prevent someone from becoming a JO into an account?

  • Account owner on existing account(s) with confirmed or potential fraud.
  • Current beneficiary on requested account
  • Existing account owner on Cashback Debit (CBD) and requesting to be added to CBD account.
  • Potential JO is not registered for Online Account Center (OAC)
400

What pieces of information do need to properly authenticate an ATP / AIF if there is an ATP priority note listed on an account?

  • First and last name and any 2:  
    • Last 4 digits of SSN/EIN
    • DOB
    • MMN
400

What are 3 different ways customers can access their money from an OSA account?

  • ACH
  • Cashier check
  • Online transfers
  • RB, unlimited withdrawals
  • Wire
  • Zelle
400

If documentation is needed for a HSU and you've read the instructions to the AH, how do you let our systems know documentation is pending?

  1. Click Yes (pop-up message) to send High Security Update Instruction letter.
  2. Select applicable address (Select an Address drop-down).
  3. Click OK > Submit > Close.
400

If AH gives you permission to speak to a third party, what information is okay for you to share with them?

Can release any to Third Party (TP):

  • Transaction details
  • Account Center Registration and Login
500

In a most recent change, what extra steps must you take while guiding the PO on how to locate the JO Auth Form in their OAC?

If PO passed 2nd level:

Add a priority note on the account indicating the AH going to submit JO form, ensuring priority note expires in 14 days.

500

If an applicant calls about an application submitted, but their Atlas profile has notes and priority notes regarding FPF, how do you handle the call?

  1. Enter Application ID Number (Reference Field).
  2. Click Type (drop-down) > Search.
  3. Access application in Almanac.
  4. Click Verification Information > View More Details.
  5. Verify following as listed on application:
    • First and Last Name
    • Full SSN/EIN
    • DOB
    • MMN
  6. Transfer call to Bank Fraud Unit (BFU) App Review (move to Phone Book).
500

What is the difference between an AH making changes 30 days prior to maturity of their CD vs. During their grace period?

If change request was received 30 days prior:

  • Multiple changes requests can be made
  • Last change request received will go into effect on maturity date
  • Change request(s) cannot be made during maturity or grace period.

Request made on maturity date or within grace period:

  • One change request can be made.
500

What should you do when updating the SSN for an AH and a message appears stating another profile already exists with the same SSN?

If information is entered correctly, proceed with DP: Combining Customer Profiles Deposits/Retail Branch Procedure 

500

On Monday, the AH/JO is calling needing the last 4 of Acc Num to get registered to the OAC for an acc opened 5 business days ago over the phone. How do you proceed?

Provide alternate options -

Last 4 can release for any:

  • Account Center registration for account open less than 5 calendar days.

Tip: You may advise WK will be received via mail within 10 BD of acc open date which contains full acc num. You may also advise to check email for potential last 4 of acc num.