Existing claims
Where do we go to view existing claims?
Bolt!!
Where in flash can i view if we sent the client any notification/alerts?
Customer alerts and customer communications
We get there AVS
we ask for their managers name and how we authenticated our client as well as our clients name
we input the fc agents ZK in internal support call token.
What is the order we have to follow to review tokens?
from middle to left and right
Where can you find attachments dealing with information being sent in from either the merchant or client?
In the Attachments tab
If a DCMON doesnt populate where do i go to see if card is blocked?
Account information section you would click on the Debit Card in question and check the tier block
where can i see if the client locked there debit card?
in atm debit under the debit card number in question.
Whats the strongest token?
Digital ID
Where do i go to reopen a claim and what do i select?
Other actions drop down and you'd select reopen claim?
Where can i Place a fraud restriction on the account?
in the account info section. click the dropdown next to the acct that's dealing with fraud click onto to deposit fraud restriction and then add it to acct.
Where can you see in the atm debit tab which acct is linked to it?
under that view more acct information it will be highlighted in blue select that and go to linked accts
Client failed authentication but is out of foot print what do we do?
Engage a leader and submit authentication issues template
What solution center do i view to see if a claim is eligible for a hardship?
Escalate a Billing Dispute or Fraud Claim to a Leader
when a DCMON populates what do i select when confirmed no fraud?
A. confirmed valid - add DQ
B. confirmed valid - add DR
B confirmed valid - add DR
Where in cew can i iniate a cliam?
Only under the acct overview tab in the drop down select action initiate claim.
Suspicious caller alert on acct how do we proceed?
Refer to FC with 2 forms of ID and set appointment
Do we capture a complaint When we reopen a claim for reconsideration? Why?
Yes we file a claim for EVERY CLAIM RECONSIDERATION!
what must we inform the client of when placing a fraud restriction?
that this fraud restriction can last up to 180 days after that the restriction will fall off and more fraud could occur, no transaction with the debit card and acct & routing number will go through only deposits can be done.
Where can you find if a client has a POA on the ACCT in CEW what would you select?
You'd look under acct services and select interact to see if there is a POA listed
first step of authentication?
First and last name