RETS
What does the client have to verify in order to receive case paperwork?
Email or Mailing Address
Teammates must confirm what from the client prior to claim entry?
Email address/Phone number/CIF mailing address
Will FDWC cases remain on the system indefinitely?
No. The cases purge from the system in approximately 10 days.
If client calls in and confirms fraud, what must you do after you block & reissue card?
Create RETS case
What are the steps to return client debit card to normal status after no fraud was confirmed?
CM 50 and opt 8
hST debit card number/hST credit card
When can we expedite a claim (provisional credit) for client?
Client is going through hardship/negative balance
True or False: FDWC will automatically reissue a hST debit card if fraud is confirmed?
False
What ways can you block and reissue hST debit cards and credit cards?
You cannot reissue hST debit cards.
nCITE and FDWC for hST credit cards.
True or False: FIS Falcon will automatically block and reissue card if fraud was confirmed?
True
What information must be left in CIF Comment after filing RETS case?
Case #
Account #
Dollar amount of claim
When can teammates dispute Bill Payments?
If bill payment is confirmed fraud (client did not login and set up bill payment)
When working FDWC you need to use your Operator ID, how do you locate your Operator ID?
In FDR, code OD
What FDR code will we utilize to confirm if hST CC order did go through / identify if CC is still blocked?
BS card# > pi1
In VISA Falcon, if client confirms no fraud what do we select in the Actions section after tagging transactions?
C9M No Block
Before asking client questions when creating RETS claim, how do we determine if the transactions are MOTO or Card Present?
From FDR; go to CDA screen
If clients are requesting immediate response related to a denied claim what should we do?
Cold transfer to Fraud Communications 866-802-4955
(PRO 7415)
What must be done before removing Status A if branch teammate is calling on behalf of client who confirmed no fraud?
Complete In-Bank Caller authentication
What are the FDR codes to view transactions on hST cards?
BS card # , CIS , CDA
What information do you enter in the comment section in FIS/Visa Falcon?
How would you mail a cardholder statement of dispute after you create RETS claim?
Forms are automatically scheduled for mail delivery within 24 hours of case set up
Is it permissible for joint owner Mr. Smith to file claim and sign any paperwork for unauthorized transactions for Mrs. Smith debit card?
Mr. Smith can file claim however Mrs. Smith will have to sign paperwork regarding claim
After selecting Host Memo and Modify, what information must we type in the comment box?
Department
Transaction Date
Merchant name(s)
Confirmed fraud/Confirmed no fraud
Transaction amount
Warm - Suspected Fraud is seen on Truist Debit Card when the card is blocked for fraud, what codes do we see on hST CC and Truist CC when a similar block is placed?
hST CC - Status A
Truist CC - X/S Block and Falcon/562 Block
If the client needs the card to be expedited or sent to an alternative address, how will teammates manually reissue the credit card?
FIS ServiceView