Bank Fraud Unit

What the app?

100

How do you verify a minor on a custodial account? 

You don't, you verify the custodians information to authenticate application and clear referrals

200

What is the talk off for Fraud Medium? 

"We were unable to verify your name, address, DOB and/or SSN on your application.  You may either re-apply with the correct information or download and submit a SSA-89 form to us.  If you re-apply, please validate the accuracy of the identifying information that you enter since minor typing errors for information (e.g., transposing numbers) can impact our ability to verify your information.”

300

what kind of ID cam we use for notary cam?

US Driver's License/State ID
US/Non-US Passport
US Permanent Resident/Green Card
US Passport Card

400

ah had a fraud low with D06449 but there is no acct. in atlas how would we move forward in procedure

verify them as normal 

500

If an ah has a fraud medium and cip verification in one call what do we do first? 

we start with medium then go from there

Applied now what?

100

If an account holder is missing a letter in MMN when verifying an application what do we need to do? 

We would need to fail the application and have them re-apply 

200

Applicant applied as Bill but called in as William, first level fail?

yes

300

 What do we advise if an AH has app saved? 

Advise applicant application is closed and to reapply.

400

If an applican does a cbd app and have a notary coming for the OSA. can they use the came Notary Docs?

Yes, if the AH brings it up and the Notary form is 30 days old or less

500

What do we do with a code DO7003 

decline application

Common Questions

100

What is the email address to send notary's

[e-mail]

200

True or False: You can pass an app that has has a Address Verification Referral if the address was validated in Google Maps or USPS

False, if an account fell into address verification referral it needs to be validated through Google Maps and USPS

300

What are the steps we need to complete if an ah is needing to update their last name? 

Transfer to FO for a high security update

400

If a consumer indicates they would like to write to Corporate, a manager, the Complaint Dep what address would we give them? 

Discover Bank

c/o Discover Customer Relationships

PO Box 30416

Salt Lake City, UT 84130 

500

If an ah has a pending or posted unauthorized transaction and it is between 12 am-8 am Monday-Friday or 9-8 Saturday and Sunday what do we do? 

1. Deactivate and reissue debit card if applicable (move to Debit Card Maintenance Deposits/BFU/Retail Branch Procedure).
2. Send email:
3. 
   
   • To: BFURegE&[e-mail]
   • Subject: Transaction Inquiry Request
   • Body:
   • 
     
     • Account owner name
     • Account number
     • Transaction date
     • Merchant name
     • Amount
     • Reason for the dispute
4. Advise account owner:
5. 
   
   • Information provided has been forwarded to specialty team who will investigate the transaction(s).
   • They can call Dispute Investigations team directly to talk to them regarding the transaction(s) in question.
   • Provide account owner direct phone number and hour of operation (move to Phone Book).
6. End

What the Zelle?

100

Who do we send an email to and from what server for Zelle? 

1. Access Outlook > DepositsFraudFISCases inbox.
2. Click New Email > [e-mail].
        System Location: Outlook > From drop-down.
3. Enter [e-mail] (To field).

200

What are the instructions for importing certificate for Edge? 

Open Edge

Click 3 dots (upper right corner) > Settings

Click Privacy, Search, and Services 

1. Scroll down to Security
2. Click Manage Certificate
3. Click Import > Next > Browse
4. Chose file: W:\NonCard Security\Bank Fraud Field Operations\Zelle

Click Personal Information Exchange

Click IBM-Safer-Payments-Discover-8203-Client-Certificate > Open > NextEnter password: eVNqZ2Gxu9xU

1. Check checkboxes below.
2. Click Next

Click Next > Yes (Install Certificate) > Finish > Ok > Close Close and restart browser 

300

What are the instructions to import certificate for Chrome

Open Chrome Click 3 dots (upper right corner) > Settings Click Privacy and Services 

1. Scroll down to Security
2. Click Manage Certificate
3. Click Import > Next > Browse
4. Chose file W:\NonCard Security\Bank Fraud Field Operations\Zelle

Click Personal Information Exchange

Click IBM-Safer-Payments-Discover-8203-Client-Certificate > Open > NextEnter password: eVNqZ2Gxu9xU

1. Check checkboxes below.
2. Click Next 

Click Next > Yes (Install Certificate) > Finish > Ok > CloseClose and Restart browser 

400

What do you do if the account owner was already added to whitelist, but is still unable to make a transaction using Zelle when following the BFU Deposits  Zelle Handling Procedure

Create email:

• To: [e-mail]
• Subject: Whitelist Request - Payer ID - Payer_ID_<Payer ID#>
• Body:

Account Owner Name: < Enter account owner first and last name >

Payer ID: Payer_ID_<Payer ID#>

Duration: 24 hours

Reason: Discover Bank has done their due diligence and has no fraud concerns for the account owner. If a block has been placed by another institution, advise us, and do not remove block.

< Enter your name at bottom of email >

500

What is the requirements to whitelist Zelle? 

Are there 1+ red flags present (move to Deposits Red Flags and Fraud Detection Job Aid).

Yes

No

Proceed based on following:

If...Then...Confirmed fraud

Either:

• No fraud activity
• Block added by another financial institution

1. Move to Zelle Confirmed Fraud Handling.
2. End.
3. Confirm any DB blocks have been removed, if applicable (move to Zelle Block Status).
4. Advise account owner that DB Zelle concerns have been addressed.
5. Add account owner to Whitelist (move to BFU Deposits IBM Safer Payments Job Aid).
6. Advise customer can re-attempt transaction.
7. Update case notes in CST (move to Zelle and Customer Service Tool Deposits/BFU Job Aid).
8. Update case in Calypso, if applicable (move to Calypso Case Entry Deposits/BFU Procedure).
9. Update the case in IBM Safer Payments, if applicable (move to BFU Deposits IBM Safer Payments Job Aid).

Rando

100

What are the requirements to proactively use the results of Socure

If the ah has passed Socure within the last 30 days (reminder if the AH has failed Socure we cannot mention it to them) 

200

True or False: You can share trial deposit information with an account holder after second level

False

300

Talk off for FPF someone wanting to  initiate a withdrawal?

Your account has been restricted due to recent activity on the account. Your access to Account Center online and in the mobile app has been restricted, and as such, your ability to initiate new withdrawals via these channels has also been limited. You may choose to initiate withdrawals via other methods outside of Account Center (up to the available balance until any remaining funds are sent to you). Any remaining funds in the account will be mailed to the address we have on file generally within 10-15 days from the last deposit on your account.

400

How do you work a new case (IBM Safer Payments) 

When working a new case, only select the case applicable for the call.

Left click on the case to see the below screen:

You can review the declined transaction which created this case under Consolidated Alarms.

You can review the Rules Fired section to see why a transaction was declined. Transaction could be declined due to a Discover Bank rule (DBL) or on a global block list (DList).

Note: You can see the name of the rule that was fired in the Name column. If the rule that was fired starts with DBL, DList or BL the case is ineligible for whitelisting. All other rules are general Discover fraud rules.

Scroll down further to see other transactions by this account owner.

Review the case as per current Zelle handling (move to BFU Deposits Zelle Handling Procedure):

1. Update Case transition, Case Closed Code (if transition closed), and Justification.
   Note: If awaiting account owner response, Justification should be Pending Customer Verification.
   If…Then…Transition closed
   Closed – No Fraud (Case Close Code drop-down)Closed – Fraud (Case Close Code drop-down)Further Research Required (Case Transition drop-down)
   Pending Customer Verification (Case Transition drop-down)Click Closed – Fraud or Closed – No Fraud (Case Close Code drop-down)Click Non-Fraud (Justification drop-down)Click First Party Fraud, Fraud Application, or Account Takeover (Justification drop-down)Click Further Research Required (Justification drop-down)Click Pending Client Verification (Justification drop-down)
2. Add notes in Memo.
   Note: Notes left in IBM Safer Payments should be relevant to IBM case status and result of case. Case notes in Vendor tools should not include any sensitive information or internal jargon.
3. Notations should be left as followed:
4. 
   
   • Fraud:
   • 
     
     • Fraud type
     • List of all Zelle transactions that are fraud
   • Non-Fraud:
   • 
     
     • Account owner confirmed non-fraud, Discover has done its due diligence and found no fraud concern, any whitelisting notes, etc.
   • Unresolved:
   • 
     
     • Waiting account owner verification of transaction

Case histories will show if there have been previous cases on this account/payee.

500

where do find why the transaction is blocked, if its a mule account what do we do and what is the talk off. 

CST, Customer detail, if mule account if it's a mule account we can't remove the zelle block. 

"I see that your profile for Zelle is currently blocked and we are unable to remove the block at this time. Unfortunately, Zelle is a third party, ultimately making this decision. Per company policy and procedures, I am unable to unblock the Zelle profile at this time. I apologize for any inconvenience this has caused. Due to this, you will not be able to use Zelle and will need to use a different person to person service. I can get you over to customer service to go over your other options for sending/receiving money"