| Operational Defects | Tools | Address Verify | SSN: Verify Accuracy/Mismatch | MISC |
|---|---|---|---|---|
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Discourages the caller from applying
What is the operational defect called when we tell the customer that we can not do anything for them now and we won't be able to do anything for them later?
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Transunion
When SSN: Verify Mismatch request you to pull an alternate CBR. Which CBR is the last one you would pull?
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The CBR Address
What does the PA need to confirm if you just took the application and there is a difference in the addresses on the CBR?
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Ask the PA to verify their SSN
What is the first thing you would do if you were 1st touch on the application; speaking to the PA and you had this service?.
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2% CBB on $1000 in combined gas station and restaurant purchases each quarter.
Analysts must disclose that there is a quarterly cap on the 2% CBB.
What is the benefit talk-off when the Primary applicant is approved for the Discover It Chrome card? For an extra 100 points what must you also disclose?
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What is falsified memos (code of conduct)
What is this operational defect called when we put in our memos the PA verified DOB, confirmed the APP/CBR address, and confirmed income as on app; cleared services. When the agent did not speak to the PA?
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The Business File
When trying to see if the Business Number on the application is verified. Which file would you select on the Verification screen?
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P2P (Plastic to Perm) and cancel the letter going to the application address because you spoke to the PA on the phone.
You have an inbound call and you have Address:Verify. You are first touch on the application and you see it is a student application. The application has 2 addresses listed. The application address is not verified, but the permanent/physical address is. What action would you perform on the application? Hint: 2 part answer.
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Online Verification
SSN Tool Employment Tool
What are the tools you would use to clear the SSN: Verify Accuracy Service?
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Up to $30 In-flight Wi-Fi statement credit each year.
Name a Discover It Miles benefit outside of 1.5 Miles for every $1 spent on all purchases?
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Provide the following to the applicant:
1. Applicant’s first and last name 2. Analyst’s first and last name 3. Indicate the call is from Discover 4. State the purpose of the call (ex. to finalize the application) 5. Give a call back number (ex. 1-800-DISCOVER)
What are all the AO talking points to not gain an Operational Defect? Hint: There are 5.
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The USPS tool.
Memo: USPS tool verified zip 19702 with city New Castle and Newark DE, ok to process application or ok to clear Address: Verify
What tool could you use to see if different cities are reporting to the same zip-code? For 300 Bonus points: What would you memo?
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Online Verification
CBR Address Tool Student Tool Phone Tool
What are the verification tools you would use to attempt to clear the Address: Verify Service?
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Online Verification
Alternate CBR- Any CBR other than the one the system pulled. You can tell which one the system pulled because it has a 1 next to the CBR
What are the tools you would use to clear the SSN: Verify Mismatch Service? What does Alternate CBR mean?
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PA satisfied or PA not satisfied
When loading a complaint to the complaint/feedback tracker what needs to also be included in your complaint memo and focus memo?
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Scrub the number once. If the application is in A10 you would RP the application for it to go into a working work-state. If you present the AO in a A10 work-state you will receive an Operational Defect.
If you took an application and pulled the app in Focus, it presents you with AO: Obtain Acceptance. You scrub the number, but the app is stuck in A10? How would you proceed with the application?
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Email NA-COM and request for them to update the school name to the school listing.
When the school name is not listed within the School Listing website. What should you do with that school name?
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You would request documentation for the Application Address, if there are no PFRs
What would you do if the PA had trouble confirming or remembering the CBR address?
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Determine the ACQ method:
Is the application Direct Mail? YES Review the direct mail piece through Image Viewer (Documentum) to verify if an SSN was listed. Was the SSN obtained? YES – continue to Requirements Met. NO – continue to FOCUS Session. ------------------------------------------------------------------ NO Continue to FOCUS Session.
What action would you perform if you are turning down an application due to SSN: Verify Mismatch?
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Route the application to CO1 so we can place the application on hold.
When the PA states that they are going to unfreeze their credit report and give us a callback. How would you complete processing of the application?
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· Categories change each quarter
· Sign up required each quarter · Earn up to the quarterly cap · Anytime a specific category is discussed – analysts must disclose the following: o What current category is o Dates of the current category o Applicant will earn 5% on up to $1500 in qualifying purchases o Sign up is required
When discussing the 5% CBB, what are the 3 talking points? Name Four and you get an extra 500 points.
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The CBR tool would need to have 1 rated trade as well as the address that you are looking to verify should have a since and reporting date for at least a year.
When using the CBR tool and trying to verify the address. What must the CBR tool display?
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Review the physical address:
Review the perm/physical address field to determine if a physical address is already present on the application.
When working Address:Verify Alert mail receiving service. What is the first Step and/or Handling you would perform to satisfy the service?
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1. Update the SSN on the application.
2. Re-pull the CBR the system is currently using - The CBR the system is using will be highlighted in RED.
What action would you perform if the PA verified the CBR SSN or a New SSN?
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Evaluating Documentation Memo Requirements
Complaint Tracker- PA satisfied or not satisfied Tools used to Satisfy the Service Reasons for making any revisions on the application Reason for any system overrides
Name four memo guidelines?
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