Name
When greeting the CM you must identify yourself by saying what?
Your first name
Would it be a defect if we confirm the expiration date the CM says is on their card?
Yes. NEVER confirm what they have as the account number/expiration date is correct or not.
How should relay calls be handled?
Like we are speaking to the CM, not a TP.
How many times does the CM have to get the verbal password right?
Customers have up to 3 attempts to get the verbal password correct. If after the third attempt, it’s still get it wrong, click Fail.
CM has 3 discover credit cards with us. They are needing to check the balance on 2 of the 3. Can you use the last four digits of the account number to clarify what account you are working on?
Yes.
If a caller ask for your full name and you are not comfortable disclosing it, you can provide what instead?
First name and your Team Leaders extension.
9149237394810008191
Yes. Failed to verify the CM.
How do you handle an account from a Discover Employee you know, acquaintance, family member or someone you know?
escalate the call as outlined in the Escalation Procedures and memo the account why you escalated it.
What do you do if the CM gives you multiple passwords and one is correct?
You may confirm which one is correct, if asked.
9147969212500008191
Yes. Agent disclosed the expiration date for the card.
How do you verify a call with a CM that has multiple last names?
The customer can give either name or both names.
If we verify the SCM SSN, DOB and MMN and not the PCM's, would this be a defect?
No
What is the verification process for handling multiple accounts with the same CM?
Agents must follow all verification prompts on each account, even if the same verification questions are displayed on each account.
What kind of passwords are not allowed to be set?
Inappropriate passwords are not permitted e.g., profanity, sexually explicit, derogatory, etc
The PCM was calling to see what address we have on file since his card keeps declining due to the wrong billing address used. You have them verify what the current address is and it is not what we have on file. Cm doesn't want to change the address since it takes 24 hours to update before making a purchase. Can we tell him what the address on file is?
No. If the address is wrong we need to update it.
How should you verify a call when the name appears C R Smith?
The customer MUST provide the initials not their full name. If they state the full name, ask them for the name as it appears on their card/statement.
9147855335090008191
Yes. Needed to verify the name as it appears on the card since the first name is an initial.
How do you handle verifying personal/ security information?
Ask the customer to provide the information, do NOT give the information and ask if it's correct.
9148580682920008191
No Defect
Cm is needing to get online for the first time on a suspended account to make a payment. They are asking for the account number to complete the registration since they lost the card. Can you give the account number to the CM?
Yes. Account Center registration/ log-in, only so a payment can be made. See Account Center Procedures for more information.
How do you verify a CM when the account has multiple people with the same name?
The agent MUST ask the customer which one they are including the suffix.
If you are speaking to a TP and additional verification is needed, you must complete this with the TP to avoid a defect?
No. You would complete the additional verification with the CM.
How do you verify an account that is not populating in Orion.
We are aware of an Orion issue where some accounts are displaying an error message when attempting to access the account on the call side. In this instance ONLY, you can use the mail side to handle the call, however, you MUST verify password, if present, and 3 of 5 following pieces of information:
If unable to verify as outlined above, WARM connect the call to CPS (Security) for verification.
If a CM fails to provide the current password, but passes the additional verification, can we proactively offer to remove/change their verbal password for future use?
Yes
Caller is calling into get the full account number since they don't have the card on them and need to make a purchase. How would you handle this call?
Let the CM know that the only place to get the full account number is on the card. Offer to send a replacement card, emergency if needed.