Acronyms, abbreviations, and alphabet soup - oh my!
RTS stands for this
Return to Sender
An AH calls in and you confirm ATO has occured. Before starting the resecure process, we must complete this step
KBA with the AH
This mentor enjoys 3D printing- making nesting prizes and objects like chess boards
Jen
AH states they received a call to resend their refurbished phone back to Spectrum. We should review for this type of fraud.
Out of Scope
We should be tracking every inbound call in this system
CRD
DPP stands for this
Device Payment Plan
AH calls in and states they have no knowledge of the mobile orders being placed on their Spectrum account. We should review for this fraud type
ATO
Which mentor likes late night walks/drives
Tray
IBC: AH asks why they have a past due balance when they paid Spectrum $420 in Target gift cards at account setup. We should review for this fraud type
Unauthorized Reselling
***********Daily Double****************
Name 2 words/sentences to avoid when doing an Investigative Interview.
Avoid use of titles or position
Do not use descriptive or legal terminology
Avoid using the word “investigation.
Avoid telling the subject that you will be asking him or her questions
ARM stands for this
Acknowledge
Respond
Move Forward
If we suspect sub fraud on an account that's been connected for a month and we can't reach the victim, we would submit this request to disconnect the fraud core account
10 day letter
Which mentor likes Chinese Food
Terry
***********DAILY DOUBLE**************
AH states they were contacted about a lower bill and a mobile line was added to their account. After investigating and completing a KBA, we need to resecure. What are the steps of the account resecure process? (list all)
CIMT - Add fraud. to email, Change Phone # to (area code) 555-0100, change sec question and deactivate profile.
AGENT OS:
Core - Change sec code, (confirm/update)auth users, phone number and email address. Check contact preference
Mobile: (confirm/update) Phone number and email
Turn off/ask about paperless billing
Offer: Voice ID and Mobile acct fraud protection.
After placing the order, the Fraud team has to wait this long before reviewing and dispositioning
24 hours
CSDR stands for this
Core Shut Down Request
IBC- AH states they were offered a discount and instead received iPhones they didn't order. After investigating, we should submit this request to receive the phones back
RMA
What mentor worked at MO Dept. of Social Services
Ricky
AH is calling to check the status of their mobile order. They placed the order in a retail store and their ID was flagged in Catfish as FraudShield.
Mule Fraud
The system used to see which core account a Spectrum IP address is connected to
Scope
CAT stands for this
Criminal Analytics Team
AH calls in and states they need to pay their bill. We should review these two items to see if we can help them
Fraud Block and Account Lock
Which mentor's favorite food is Chipotle and Steak
Ambreeial
Brand new account in Ohio for an 87 year old customer. The DOB and SSN on the order match in LN but this customer has only been associated to Texas addresses for the last 50 years. Order is for two iPhone 17 pro max's on the BTG plan and a pair of airpods.
Subscription Fraud
*Identity Theft is also acceptable
When working a fraud block call, if the block was placed yesterday, we can attempt verification over the phone only when the block was placed as a result of this
Core work order review/OBC FIT process