Transfer Madness
CM is calling because they want to dispute a transaction, as they do not know what it's for. You review the acct and see the transaction is still pending. How do you proceed?
Review the details of the transaction with the CM to confirm it's unrecognized and then transfer to CPS.
What are two reasons we might see an external status of "Int. Prohibited" and how do we handle these calls?
Reasons:
What to do:
Review the memos to determine which department set the status then connect to the applicable department. (DAS or CMA>Delinq)
How long does it take for fee adjustments to reflect on an account?
It may take up to 48 hours for an adjustment to post to the account.
An individual messages in to reset their password because they can't get logged in. This means they aren't verified. You send the secure form, and double check the info in Orion. You see that the DOB listed on the acct is 5/13/1985 but they provided 5/13/1975. How do you proceed?
Advise they must call in!
PCM calls in because they got an email saying that there has been a new account opened in their name. How do we proceed?
-Check to see if enrolled in SSN/New acct/Inquiry alerts.
-Probing questions to see if they recently opened a new acct w any creditor (including CCs, loans, mortgage, etc)
-If no^ --> xfer to CSE Specialty > New Accounts Alert
A PCM calls in because they're having issues adding their card to PayPal. After searching in Link'd and getting confused with the details, the Core agent who received the call transfers to ACT. Was this a correct transfer?
Nope! We should be transferring these kinds of calls to eSupport.
CM calls in to ask if they are able to apply for another account. She's had her new Discover IT card for 7 months now and she lots it so much that she wants to get the Discover IT Chrome card! How should we advise?
The existing account must be open for at least 12 billing cycles before we will consider the customer for a second account.
If a CM calls questioning why there is a cash advance fee, and wants to know if we can prevent these fees in the future. How do you handle this call?
A CM messages in to say they would like to close the account. You check Orion and see that the account is retention eligible. What do we do next?
If ret. eligible, check if eSigned, make private note, and xfer to lvl 2. If not eSigned enrolled, send the can that goes through the steps for eSign enrolled or offer they call in. If they do the eSign enroll, refresh the acct to ensure this was done. Then we private note and xfer to lvl 2.
A brand new PCM is asking for what their minimum due will be every month. She is only using the card for a BT and doesn't plan to make any purchases. How should we advise?
"I do apologize for the inconvenience. We are unable to provide a minimum due estimate or calculation due to the calculation of that minimum relying on 4 factors: Acct balance, transactions, payments, interest/fees. What I can do is provide you with how we calculate your minimum every month." Proceed w MPD calculation in F1 page 1.
"My credit report shows that I had a late payment in February. Can I get that removed?" Do we transfer this call? If yes, to who? If not, how do we advise?
No transfer; "Discover is obligated to accurately report all account information to the credit bureaus. However, if you think any errors have occurred, I can provide you with the information for the credit bureau, who can initiate a dispute."
When getting a call about a Charged-Off acct, we typically would connect straight to CMA. However, there are 3 exceptions. Name all 3.
A PCM says that they were charged a fee on their balance transfer and is insisting it be removed because they say no one told them it would be 5% of the balance being transferred. How do you proceed?
Acknowledge the customer’s concern and explain:
A PCM had disputed a xaction with Nike because they had returned product but never got their refund. The dispute is actively being worked but the PCM would like an update. Is there a dept that can help via messaging? If so, who do we xfer to?
Yes! CSE - Billing Resolution
You are helping a POA who is listed in the acct memos, so we know that they are a valid POA. The POA mentions that the PCM is going to be moving and would like to have more credit available to them for this purpose. Are you allowed to continue processing a CLIR with the POA?
No, they may only: complete a credit line decrease or obtain/discuss reasons for DFS-initiated credit line decrease. We must speak to the PCM to get permission due to the verbatim disclosure.
PCM calls because they keep seeing something called "Online Privacy Protection" in one of our commercials. They want to know what it is and how to enroll. You provide them with the verbatim disclosure and then transfer to DPS for enrollment. Was this a correct transfer?
No. Online Privacy Protection calls should be handled frontline. Never should they be transferred to DPS, and should only be transfer to eSupport if the CM is having issues accessing the mobile app.
A PCM is calling because they want to pay their acct in full via a balance transfer from another company. Only issue is, the acct has been revoked for 56 days and the CM no longer has his card number. How do we proceed?
We can provide the full account number in this situation! (along w a few others)
You are working an account with a CM who is baffled that they received interest because they PIF. You evaluate the acct and see that they did PIF and they haven't had any adjustments in the last 12 months. However, you see that the interest charge says "Minimum interest charge", rather than the usual "Interest Charge on Purchases". How much is our minimum interest charge, and how do you proceed?
$0.50
How to:
A CM messages in because they want to receive the transcripts for a conversation that happened previously. How can they access previous messaging conversations?
If a customer requests a copy of previous Messaging transcripts, inform them they may scroll up in the conversation history to view up to 13 months of previous conversations.
A prior CM is calling because their account was closed 15 days ago. They had a credit on the account which was issued as a check. The CM is saying they received the check, but the bank refuses to accept it. What can we do to ensure the CM gets those funds?
A POA calls in without the PCM to make a payment on an acct and wanted help getting logged onto Discover.com, as it will make things easier since the PCM is in a retirement home. The frontline agent transfers the POA to web for assistance. Was this a correct transfer?
Nope! A POA cannot get access to the online acct without us getting permission from the PCM.
A Cm is calling in because their card keeps being declined. You review the account and see that it has actually been revoked, but the CM was clearly not aware. You review memos and see that the dept that added the memo was from "FI" (CPS). How do you proceed?
Find the letter in F11 - History. Advise the date the letter was sent and offer to resend.
Also advise:
Transfer to CBO only if the call needs escalated -- no add'l info can be provided.
A CM calls in bc today is their due date, but they are unable to make that payment until next week, after the cycle date. The agent says they'll suppress the late fee, so they won't have to worry about it. Is the agent correct? Why or why not?
In order for the system to follow through with the suppression, the customer’s payment must be equal to or greater than the minimum payment due and must post by the cycle date. If not, a system memo is added to the account stating the suppression did not/ will not occur.
-Authentication Widget is ABC
-ABC messages cannot be xferred to CMA; they must call in or move to the website/mobile app
A TP calls in saying that a customer is using their (the TP's) bank account information for DirectPay without the TP's permission. Of course, they would like this to stop. How do you handle?
We cannot make any changes to the Discover acct, as this is a TP. Instead, we should direct the CM to contact their bank to inform them of unauthorized use of the bank. Advise that the CM should request a block to prevent further Discover payments to occur. This will prevent us from withdrawing any funds from DP, PBP, etc.