Authentication
A maximum of ___ challenge questions can be asked, ___ of which must be answered correctly to pass authentication.
3, 2
How much is the fee for stopping a debit card recurring payment?
Zero
This status is placed when a client reports the card as misplaced and needs time to find it.
WARM
Tool used to open the claim.
Claims Portal > CFC Form
What is the document number for Authentication - Care Center
MAN-2196
True or False. HRA is not needed when talking to NRA clients.
False. Challenge questions can be done by asking challenge questions for NRA clients.
True or False. When the card status is changed to LOST/STOLEN, the client will receive a new card number, new expiration date and CVV, but the PIN will remain the same.
TRUE.
True or False. When ACH Fraud is reported, the account status MUST be changed to "Closed to Debit Posting". No Exemptions.
False
When do you use the opening script: "Hi, this is ________ from Truist. We received a request for a call back. Did you request this call?"
IVR Outbound Callback
The account is ______ one year after being permanently closed.
Purged
Debit card recurring stop payment lasts for _____.
14 months
This type of Check Fraud happens when someone other than the recipient will process a check.
Forged Endorsement
Give three sample challenge question that you can use during basic uthentication.
There are many!
What information should you verify after updating a client's mailing address?
Verify if phone number had changed
HRA is needed when reissuing a card if:
- Card is expedited
- Address has changed in the past 30 days
- Card is sent to an address not on file
This team helps with opening new accounts over the phone for clients who had ACH, Check, or OLB Fraud
Client Repair