Row 1
With 2 or more disputes can a block be removed?
NO
When noting IBM case what do we NOT include?
CIF/Account number
ANI
Programs used
Calypso Case #
Abbreviations
What type of transaction status does BFU handle for Zelle calls?
Real Time Failure
Bill Pay can be found in what system?
CST
Are we able to use a drivers permit as verification?
No
When would we send an email to FIS for Whitelist?
Acct has to be 1 year or older, 0 OR 1 prior disputes, If block was placed by Discover and we need a TL Approval.
when do we need tl approval to send an email to have a Zelle block removed?
Only if the block was placed by Discover
When requesting a Whitelist request, how long can the request be for?
24 hours
When calling an efi for a cleared balance procedure and the efi doesn't do third party verification what is the next step?
Clear the case and remove freeze
How many account level questions are you able to ask for 2nd level? How many does the account holder have to get correct?
3 questions, 2 correct
How do you send an email to FIS?
How do you send an email to FIS?
Answer: *Open outlook
* find and locate the shared INBOX deposits fraud FIS Cases
* Click the inbox folder of the shared Inbox
*You’ll no longer see your personal emails but emails that’s in the shared inbox
*Click new email
*Options
*Show from, then change to the shared inbox for the from email address
What do you do when you see TMX-Deny RSA Lock-Zelle memo?
BFU Deposits Zelle Handling Procedure Complete applicable handling for TMX memo (refer to the Account Center Access Deposits/BFU/Retail Branch Procedure).
When emailing FIS what mailbox should the email come from?
deposistsfraudFIScases@discover.com
When ATO takes place when does BFU send email to FIS?
When transaction(s) have declined
Do we freeze an account when requesting docs and setting up a Calypso case
No, only if docs uploaded were deemed invalid
When handling an IBM case which happens first?
Marking transactions as genuine/fraud
Can you remove a block on an acct that’s less than 1 year old?
No, See procedure BFU Deposits ZELLE Handling Procedure. (zelle block status)
If there is a block in CST, can we email FIS if account holder is not tenured with discover for at least a year?
No
When handling an IBM case which happens first?
Marking transactions as genuine/fraud
If someone states they do not trust Discover is that considered UDDAP?
Yes
When requesting a Whitelist request, how long can the request be for?
24 hours
How many zelle disputes can be on an acct and were still able to remove a block?
1 or less; See procedure BFU Deposits ZELLE Handling Procedure. (zelle block status)
True/False: We do tell the customer when a payee/payer is blacklisted.
False
When transaction status for Zelle says RT_Fraud where should we look for a case?
IBM
what is the one time passcode ?
Does Discover have your permission to send you a one-time identification code via a text message or pre-recorded message to the telephone number ending in <last4>? If you are using a mobile phone, message and data rates may apply.