access card fraud no fraud

A

100

Which procedure do we use if Customer has either:

• Unrecognized transaction on their access card
• Blocked Access Card
• Lost or stolen Access Card
• Misplaced Access Card
• Verified by Visa (VBV)
• Transaction not going through
• Customer has been directed to call LP by Fraud Ops (IE: TD leaves message to call LP)
• Rejected or Declined Dispute Claim (which needs to be refiled as Fraud)

Loss Prevention - Access Card - Fraud/No Fraud

200

Wire transactions

Where do we transfer? Phone number? Hours?

B

100

Customer HAS had dealings with the merchant/vendor. IE: subscription, pre-auth charges, clicked a link for free service and provided card details, installed the app, etc.

DISPUTE

200

What procedure do we use for Any cheque fraud items must be actioned with ?

 Loss Prevention - Cheque Fraud.

C

100

What type of transactions are these?

• Authentication events (except Voiceprint events)
• BPAY
• CUSTOMER Logins
• EMT
• Global Money transfers (DTRO, CITI, WU)
• Password resets
• Profile/CIF maintenance (IE: Address, Phone, Email)

DIGITAL TRANSACTIONS

200

you must review ALL New/Open/Active Alerts, for Flagged transactions in  

in FICO Alert Manager,

D

100

What type of transactions are these?

• Mobile wallet transactions (Mode 920 in PRM)
• Tap/Flash transactions
• Transactions and maintenance completed by a Branch and/or Phone channel agent
• VoicePrint events
• Wire transfers

NON DIGITAL TRANSACTIONS

200

Which system is reviewed after FICO

PRM

E

100

What screen do we go to see APX transactions?

CPA MENUH

200

Agent may need to create a manual Alert for that account

order to retag the event/s as Confirmed Fraud/Scam or Confirmed Not-Fraud/Not-Scam