Customer Treatment Training 2017 1 Customer Treatment Training

  • Slides: 27
Download presentation
Customer Treatment Training 2017 ü 1

Customer Treatment Training 2017 ü 1

Customer Treatment Training Objectives Customer Treatment Provides Ø An overview of the Discover vendor

Customer Treatment Training Objectives Customer Treatment Provides Ø An overview of the Discover vendor management team and our objectives. Ø An overview of the Discover’s history, mission vision, and diversified product lines. Ø Clear expectations for customer treatment, quality, and compliance. You speak with our customers on a daily basis. You should have a good understanding of who we are, what we do, and the values we live and breathe daily at Discover. 2

Customer Treatment Training Overview Ø Introduction to the Discover Vendor Management Team Ø Discover

Customer Treatment Training Overview Ø Introduction to the Discover Vendor Management Team Ø Discover Inception and History Ø Discover Bank and Discover Payment Networks Ø Discover Values Ø Discover Domestic Locations Ø Mission and Vision Ø Discover Brand Experience Ø Know me. Hear me. Help me. Ø Compliance Expectations Ø A Message from our Executives 3

Vendor Management Team üMike Daverio Attorney üVP Recovery Agency/Probate/Pending BK üKyle Simpson üPete Klipa

Vendor Management Team üMike Daverio Attorney üVP Recovery Agency/Probate/Pending BK üKyle Simpson üPete Klipa üDept Manager üSr Manager üToni Friesner üDenise Brooks üAssoc Vendor üAdmin Asst üRachael Bowman üProject üMatt Mueller üProject Manager üVacant üDept Manager üJeremy Martin üAssoc Vendor Mgr üLarry Lowry üSr Manager üAaron Wilson üDept Manager üDawn Maners üVendor Analyst üCharlotte Strickland üVendor Analyst üIvy Spence üVendor Analyst üLa. Toya Boose üVendor Analyst 4 Mgr üRaphael Smith üVendor Analyst üRich Springer üDept Manager üEvin Culp üAssoc Vendor Mgr üMichelle Thomas üDept Manager üChase Kyser üAssoc Vendor Mgr üJoe Eves üAssoc Vendor Mgr üSusan Conkle üProject Manager

Vendor Management Team What we do. . . ü Maintain the highest levels of

Vendor Management Team What we do. . . ü Maintain the highest levels of vendor quality and compliance to regulatory, contractual, and operational requirements ü Collaborate with our agencies and attorneys to optimize performance ü Maintain and grow vendor relationships and partnerships ü Protect the Discover brand You are an extension of our team, company, and our brand! You represent Discover! 5

It pays to Discover We have one of the most recognized brands in financial

It pays to Discover We have one of the most recognized brands in financial services The principles behind what makes us one of today’s leading direct banks are the same as what made us a pioneer in 1986 when the Discover card was introduced: a focus on the customer and a commitment to be different, to be better, and to offer the best services in the industry. Ø First commercial launched during the Super Bowl in 1986 with “Dawn Ø First credit card to have no annual fee Ø First credit card to offer Cashback Bonus of Discover” Putting customers first is in our DNA Discover brought innovation and change to the credit card market - change that focused on the features and services consumers wanted but could not find in other credit cards. Discover pioneered cash rewards and offered a card with no annual fee while being committed to providing the best customer service in the industry. We have never lost sight of our heritage and remain focused on the customer today. 6

Our History The Fight for Acceptance In the beginning, acceptance was a challenge as

Our History The Fight for Acceptance In the beginning, acceptance was a challenge as Visa and Master. Card dominated the merchant landscape. Discover has progressed from the approach of door-to-door, individual merchant enrollment and relationship management to the use of universal acquirers, allowing for exponential acceptance growth. Through hard work and perseverance, we have grown to over 50 million customers, 37 million global merchants, and 1. 9 million ATMs. From a Credit Card Pioneer to a Leading Direct Bank Today, Discover is a leading direct bank and electronic payment services company. Our direct bank issues the company's flagship credit card and offers an array of banking products, including : Ø Ø Ø 7 Private student loans Personal loans Home equity loans Cashback Checking Savings accounts CD’s and money market accounts

Discover Bank and Payment Networks Payment Services • • • Note(s) Based on 2015

Discover Bank and Payment Networks Payment Services • • • Note(s) Based on 2015 Annual Report 8 $135 B volume 30+ issuers 10+ network alliances • • • $150 B volume 3, 400 issuers 1. 9 M ATMs • • • $27 B volume 80+ licensees 185 countries /territories Direct Banking U. S. Card Issuing • • • $58 B in receivables Leading cash rewards program 1 in 4 U. S. households Other Lending and Deposits • • • $5 B personal and home equity loans $9 B private student loans $31 B direct-to-consumer deposits

Additional Products Additional Product Offerings Within the card, bank, and payment services portfolios, Discover

Additional Products Additional Product Offerings Within the card, bank, and payment services portfolios, Discover offers a number of innovative products and features. These include: Ø Electronic payments available through Apple Pay. TM, Android Pay. TM, and Samsung Pay. TM. Ø Cardmembers have the option to use their Cashback Bonus to pay for purchases online at retailers like Amazon. Ø Free FICO® credit scores are available, even to non-cardmembers. Ø Freeze It, which works like an “on/off” switch for cardmembers who have misplaced their cards. Ø Discover It Secured Credit Card geared toward consumers looking to establish or rebuild their credit. The card provides the same rewards and benefits as the Discover It card and has no annual fee. 9

Company Highlights Discover Corporate Details and Accolades Ø The card business represents 80% of

Company Highlights Discover Corporate Details and Accolades Ø The card business represents 80% of Discover’s loan portfolio. Ø Of the six largest U. S. card issuers, Discover is the only one with 100% U. S. -based customer service representatives. Ø One of only two U. S. card issuers to operate its own network and they only one with debit capabilities. Ø One of the three largest private student loan lenders. Ø Recognized as “Highest in Customer Satisfaction with Credit Card Companies, Three Straight Years” by J. D. Power Ø Perennially recognized as a “Best Place to Work” by communities local to office sites. Ø Recognized as a Best Place to Work for LGBTQ Equality by the Human Rights Campaign in 2016 for the fourth consecutive year, earning a perfect score of 100 for advancing corporate policies, practices, and benefits related to LGBTQ employees. Ø Recognized by the Asian Society for corporate practices, policies, and employee development. Ø Recognized by Interactive Health as a Healthies Company in America for 2016 10 Ø In 2015, employees logged over 50, 000 hours volunteering in their communities.

Who We Are 11

Who We Are 11

Discover’s Locations Illinois: Riverwoods Headquarters & Downtown 606 Ohio: New Albany Operations Center &

Discover’s Locations Illinois: Riverwoods Headquarters & Downtown 606 Ohio: New Albany Operations Center & Buckeye Data Center New York: Student Loan Center Delaware: New Castle Operations & Discover Bank Utah: Lake Park Operations & Utah Processing Center (UPC) Arizona: Phoenix Operations Center Texas: Houston PULSE Discover Financial Services is a fortune 500 publicly traded company with 11 locations in 7 states plus two international locations and over 15, 000 employees. 12

Learn More! Learn more about Discover at www. discoverfinancial. com 13

Learn More! Learn more about Discover at www. discoverfinancial. com 13

Discover’s Mission and Vision Mission more To help people spend smarter, manage debt better

Discover’s Mission and Vision Mission more To help people spend smarter, manage debt better and save so they achieve a brighter financial future. Vision To be the leading direct bank and payment partner. How do your processes support the mission and vision of Discover? 14

What is a Brand? Brand is a relationship Brand is a reputation Brand is

What is a Brand? Brand is a relationship Brand is a reputation Brand is customers’ and experience expectations Brand is a promise to customers and shareholders What brand names have you seen in the news lately? What was your perception of that particular brand name after seeing the news reports? 15

Why is a Brand Important? Ø A brand sets a company apart from its

Why is a Brand Important? Ø A brand sets a company apart from its competition and helps the company become recognizable. Ø A brand is more than a name. In essence, it is a company as experienced by its customers. Ø Discover is one of the world’s leading direct bank and payment services organizations. This means our name must be synonymous with trust, integrity, loyalty, and excellent customer service. 16

Representing Our Brand Agent Experience Be caring, attentive, and acknowledge each customer. Cardmember Engagement

Representing Our Brand Agent Experience Be caring, attentive, and acknowledge each customer. Cardmember Engagement Probe effectively to understand a customer’s situation and obstacles to making a payment. Presenting Solutions and Offers Present offers and solutions in a relevant way based on customer needs. Building Trust and Loyalty Create a memorable experience and show customer appreciation. 17

We Treat You Like You’d Treat You Ø Our focus on customer experience and

We Treat You Like You’d Treat You Ø Our focus on customer experience and treatment extends to our third party business partners. Ø Do you place the same level of importance on customer service when interacting with Discover customers? Ø You represent Discover each time you talk to a customer or third party. Remember your actions can maintain, improve, or harm the Discover brand image. 18 You are Discover. Protect our brand!

Know Me, Hear Me, Help Me What is the KMHMHM Model? The Know Me.

Know Me, Hear Me, Help Me What is the KMHMHM Model? The Know Me. Hear Me. Help Me. model is a visual representation of our servicing strategy. Throughout every call, you will use communication techniques associated with each level: service stages, service skills, and service personality. Why is it Important to Leverage These Communication Techniques? 19 The Know Me. Hear Me. Help Me. model provides a structured and systematic way to generate the types of conversations our customers value. Research has shown that customers respond best when you take the time to get to know them (Service Stage), take an interest in them and show you care (Service Personality), and present solutions that can resolve their concerns (Service Skills).

Know Me, Hear Me, Help Me The three service stages (i. e. , Know

Know Me, Hear Me, Help Me The three service stages (i. e. , Know Me. Hear Me. and Help Me. ) are the largest portion of the model because they are the focus of each call. The stages represent the customer’s perspective. • “Get to Know who I am. ” • “Hear what I am saying. ” • “Help me solve my problems and concerns. ” The circular shape of the model represents our ongoing commitment to do these things for the customer throughout every call. During your everyday interactions with family, friends, and peers, you unknowing demonstrate skills associated with the service stages, such as asking questions, proving undivided attention, and giving advice. 20

Know Me, Hear Me, Help Me At the core of the model is our

Know Me, Hear Me, Help Me At the core of the model is our Service Personality. These are attributes around which we should strive to center. Our service personality includes the following attributes: • Friendly—Treating customers with respect and showing appreciation for their business, demonstrating empathy, and speaking with genuine interest are ways to create a friendly tone on each call. • Helpful—Being knowledgeable and confident when providing solutions for customers shows our commitment to helping them on every call. • Refreshing—Going the extra mile for customers will create memorable experiences that differ from a typical call to a credit card company. This will set us apart from and above our competitors. 21

Opening the Call What Does it Mean to Open the Call? Opening the call

Opening the Call What Does it Mean to Open the Call? Opening the call means using opening statements and authenticating the customer’s identity at the start of every conversation. Why is it Important to Open the Call Using Our Servicing Strategy? A first impression is valuable and will set the tone for the rest of your call. When you open the call with a friendly and confident greeting, customers are more likely to trust you. This trust will allow them to comfortably verify security information and openly communicate their needs, so you can help them. 22

Responding to the Customer What Does it Mean to Respond to the Customer? Responding

Responding to the Customer What Does it Mean to Respond to the Customer? Responding to the customer means interpreting the customer’s message, providing reassurance, then providing solutions during every conversation. Why is it Important to Respond to the Customer Using Our Servicing Strategy? Customers will be more willing to discuss their needs openly if they feel you’re listening to them and understanding their concerns. Customers are more likely to be loyal to our brand when we provide relevant solutions that meet their needs because they’ll feel valued and appreciated. 23

Closing the Call What Does it Mean to Close the Call? Closing the call

Closing the Call What Does it Mean to Close the Call? Closing the call means ensuring customer satisfaction and comprehension at the end of every conversation. Why is it Important to Close the Call Using Our Servicing Strategy? The way you close the call will affect future interactions we have with the customer. They will have a positive impression of Discover if we ensure we helped resolve their concerns. The customer won’t need to call us back because they received all of the information needed before ending the call with you. 24

Top Compliance Concerns Customer Treatment Ø Harassing, belittling, forceful, or abusive tactics, including obscenities

Top Compliance Concerns Customer Treatment Ø Harassing, belittling, forceful, or abusive tactics, including obscenities or profanity Ø Egregious instances or chronic pattern of call monitoring infractions Ø Egregious instances or chronic pattern of complaints and counterclaims Ø Unreported complaints, counterclaims, and/or government investigations Financial Ø Ø Ø Operational Ø Chronic issues with accurate closures, recons, electronic updates, and verifications Ø Poor audit results Ø Failure to comply with employee background checks and drug testing requirements Ø Failure to comply with closure requirements for settlements, bankruptcies, deceased, or disputes Ø Failure to comply with vendor audit requirements or prepare for a vendor audit Ø Failure to notify Discover before commencement of a merger, sale, or acquisition 25 Telephone check mishandling, including NSF check abuse and unauthorized withdrawals Financial mismanagement or bankruptcy proceedings Trust account mismanagement including commingling funds, negative balances, etc. Legal/Regulatory Ø Ø Calling outside of acceptable times and/or excessive call frequency Misrepresentation of individual(s) at vendor or vendor itself – law enforcement, court, repossession company, etc. Security breaches – physical or data Failure to follow applicable local, state and federal law

Customer Treatment Reinforcement 26

Customer Treatment Reinforcement 26

The Company Line “We have no higher priority than to reward our customers with

The Company Line “We have no higher priority than to reward our customers with the best service in the business. ” Carlos Minetti, President Consumer Banking “You and your collections team have the opportunity to improve, maintain, or jeopardize the relationship with our cardmembers each and every day. Failure to protect the brand can be a shut-down in bonus, placements, or the relationship altogether. Even one collector can end the relationship, so please continue to reinforce this message. Thank you for all you do to protect the Discover brand!” Mike Daverio, Vice President National Recovery Center 27