Soft skills
What is ASAP stand for
apologize
sympathize and empathize
Accept responsibility
Prepare to help
Never received
never gotten card in the mail
Internal breach is an event in which sensitive personal information is compromised like what?
name
ssn
driver's license number
medical record
financial information
ICE the suspicious callers
Identify
Collaborate
Escalate
who wrote to kill a mockinbird?
harper lee
how times do we say the customers last name
3 times
other
we do not use other as fraud
Remember to care means what.
three types of fraud
Account takeover
Fraudulent appl
bust out fraud
who played the voice of nemo ?
Alexander gould
jargon can be used on the call
false
Fraud app
if they stated that they did not appy for the card
what is logical security?
Consists of software safeguards for and organization's systems, including user identification and password access, authentication, access rights and authority levels
fraud application voice will sound like what
who played sebastian in the little mermaid
Samuel E Wright
dead air is considered to be anything longer than 10 seconds
true
account takeover
Is when the true customer applies for the account, but a fraudster takes after the account by changing the address, phone number, email and/ or adding themselves to the account
computer theft is what
is any person who uses a computer or computer network with knowledge that such use is without authority and with the intention of obtaining property by any deceitful means or artful practice.
Add a watch and forward to first party fraud (FPF) in the event that there is high suspicion or evidence of any of the following
Fraud app
Account takeover
Bust out fraud
Transaction trends out of the norm
Return payments
Balance transfer fraud
Redemption fraud
Other known trends
who wrote sonnet 18?
william shakespeare
active listening is what
when speaking with a customer is to ensure that his/her needs are all met without needing to repeat the information
Counterfeit
Counterfeit is when the card is IN the cardholder's possession, and there is activity occurring at the same time and/or a different location where the cardholder last used his or her card; all charges will indicate
Corporate security policy information holds one of three high level classification
Bust out fraud
is when a true cardholder applies for an account, quickly spends up the credit limit, and sometimes will make payments. Ultimately, the payments return as NSF, the cardholder never makes legitimate payments, and it becomes a collections issue.
who wrote the dr seuss books
theodor suess geisel