Mindset Shift
A Customer Engagement Agent can transfer a suspicious call, but a Fraud Investigator must do this instead.
Own the investigation / make the final decision
Who completes the Fraud Intake Form first?
Fraud Engagement Agent
This regulation protects customers from be responsible for unauthorized charges.
Regulation Z
You see in the notes that the Fraud Engagement Agent noted the customer sounded nervous. Is that alone enough to deny fraud?
No
An Intake Agent noted the customer gave inconsistent information during the initial fraud claim call. As an Investigator, why might this be important?
It may indicate suspicious activity, possible account takeover, or inconsistencies that require further review.
True or False:
A Fraud Investigator should assume the customer is telling the truth if they sound believable.
False
Who determines whether the fraud claim is approved or denied?
Fraud Investigator
This regulation focuses on suspicious activity and money laundering awareness.
BSA / AML
An investigator notices account notes do not match the customer’s story. What should happen next?
Further investigation / verify facts / review history
An account has 5 fraud claims submitted within 2 months. What should this pattern make an investigator consider?
Possible fraud abuse, repeated suspicious activity, or need for deeper investigation.
Complete the phrase:
“A good investigator doesn’t assume, they ______.”
Confirm
Customer says: “That’s not my account.”
Which team investigates whether the application/use was fraudulent?
Fraud Investigators
This regulation ensures communications are clear and not misleading.
UDAAP
The memos say the Customer passed verification, but the transaction behavior looks suspicious.
What should investigators rely on?
Facts, account history, transaction patterns, investigation
An account suddenly has multiple large payments made in a short period of time that do not match normal account behavior. Why might this stand out?
Unusual account behavior / possible suspicious activity / potential fraud indicator.
What is more important for investigators:
Emotion or facts?
Facts (while still using judgment/gut instinct)
Customer disputes a suspicious transaction.
Engagement applies intake and provisional credit.
What do you think the Investigator does next?
Review account history, transaction details, authorization, notes, and determine validity
This regulation helps ensure fraudulent accounts are corrected with credit bureaus.
FCRA
What should an investigator do BEFORE making a final fraud decision?
Review all available information/evidence
A customer claims a transaction is fraudulent, but account history shows similar spending patterns with the same merchant type. What should investigators do?
Review deeper before deciding; compare spending history, notes, transaction patterns, and supporting evidence.
Why can approving invalid fraud claims be dangerous?
Financial loss / fraud abuse / risk to the company / encouraging fraud behavior
What is the biggest mindset difference between Engagement and Investigation?
Engagement focuses on support/service.
Investigation focuses on analysis, protection, and decision-making.
This regulation may stop collection activity while fraud is investigated.
FDCPA
Why is critical thinking important in fraud investigations?
Because investigators make decisions that impact both the customer and the company
An investigator notices:
What does this combination suggest?
Potential account takeover, organized fraud activity, or elevated fraud risk requiring deeper investigation.