What Command?
This is Mikera's Favorite command (Helps you find an account)
AL*Enter*
What closing do we use when the member confirmed fraud on their account?
Mr./Mrs./Ms. <CH name>, I am sorry about the fraud on your account, but I am glad we were able to contact you and close the card(s). On behalf of <CU name> thank you for your time!”
No Transaction question to ask for aided recall….
Checking, saving, member number, Travel memo/change of address, call HD
What are some common Fraudster Characteristics?
List some
What do we use Star Station for?
To check for authorized users, to see who blocked the card and for some special security situations
The member failed CVV
CVV2<space>card number<space>0000<space>security code provided<enter>
What do you do if the member has fraud on their card set up on Apple pay?
Second Action- Approval Needed Token LS and Advise the member to set up access on their new card
Star Credit Verification…..
last four of ssn, month and year of DoB
What additional security questions do you ask when you suspect a fraudster?
None!
This screen is used to determine who placed a block/status on an account
Maintenance History
The commands to see the notes in FDR?
Memos > CIS_Card#
See more Memos > CMM enter
Which credit union has their own fraud script?
State Department
What are the first 2 steps you take once you have confirmed a transaction is fraudulent?
*EMPATHY* Verify activity in the CDA 2 days older than the oldest unverified date to present.
When is it ok to remove the A on a Possible Fraudster account?
If *YOU* put it there and reached the member on the OBC, if HD says you can, notes from a specialist indicate the account has been worked and the hold can be removed.
EPSGROUP puts an A on the card 7.15.2020 @ 1432
EPSOMA puts an A on the card 7.15.2020 @ 1405
What do you do?
Remove the hold if the activity is valid
I need the checking, saving, member number....
Which Credit Union handles their own Fraud Cases?
Closed Account - Credit Unions Handling Fraud Management In-House
Failed SSN on Star Debit……
month and year of DoB, ask if the member has a secondary ch on the account, if yes ask their ssn and month/year of DoB
Can a CU Rep remove a Possible Fraudster A?
Call HD
EPSFDC put an A on the card
EPSPSCU put an L on the card
Review activity in the FSQ > if it's Fraud process a Fraud report.
If it's valid ref to MS for status assistance
Error: Account no longer in FDWC
DQA_CARD#_FTQ_FDWC
Do you ALWAYS verify security if the members account is in an L U or C status?
No, L U or C no Security Verification
Failed DoB on Omaha Credit…..
last four of card and CVV, advise the member some of their information did not match what we have and they will need to call Member services
What Steps do you take after a Possible Fraudster verifies all activity as valid?
Action: Inbound Review// suspicious caller
Action: Possible Fraudster A
Tell the member they may use the card now
Review the account for a phone number change in the last 30 days, as long as it has not changed call the member and take an Outbound Action-- OBC Remove A, Left Message or No Message
If you don't reach the member you must submit a Possible Fraudster Form
What is the KB article that will help me find out if Billy Bob Thornton is authorized on Marilyn Monroe's account?
Star Third Party Verification