Break Broke and Broken
How many break minutes do you get in a 6 hour shift?
15 break minutes
How often do you need to check back with the AH on hold?
Every 3 mins :)
What do you do if applicant fails 1st lvl verification on the app?
Decline app and have them reapply with accurate info.
When do you send an FIS email for FPF?
Whenever we close for FPF and there is an active CST profile.
How do you search an acct in Payments One?
1. Click the magnifying glass top right corner
2. Search Acct number/DC/CIF
How many break minutes do you get in an 8 hour shift?
30 break minutes and a 30 min lunch
When do you need to use the call monitored disclosure on your call?
Anytime you hear another person in the background or if a NEW person comes on the line
What do you need to complete for a CIP referral on an app?
Transfer to AQU once FRAUD REFERRAL has been worked
When do you send FIS email for ATO?
Whenever we process ATO and there is FRUAD zelle transactions
How long can you submit an increase for?
24 hours
How many break minutes do you get in an 10 hour shift?
45 break minutes and a 30 min lunch
What fraud type requires us to send a Written Statement of Identity Theft?
FA
What verification steps do we need to complete Fraud High/Low Referrals on an app?
1. XID
2. OTP
3. SOCURE
4. NOTARY
When do you send FIS email for FA?
Whenever we are closing for FA and there is an active profile in CST
What is the max increase amount?
$15,000 for POS and CANNOT change ATM
True or False: You can stack your break time with your lunch time?
False
Do you need to have your name in the FIS email?
Yes at the bottom of the email!
How do you pull up a JO app?
Search in Atlas to find CIF, then search CIF in Almanac.
What are the requirements to remove a Zelle block?
1. Customer completed second level authentication
2. Customer has good standing relationship with Discover for a year or more
3. Zero or only one of Zelle dispute/scam reported, no other red flags
4. As long as block was not imposed by Discover
True or False: We can submit travel exclusions for an AH.
False FO does it!!
True or False: You can take a break at the end of your shift and just leave early.
False; you cannot take your break during the 1st hour or last hour of your shift without talking to Nate or Gabby
Where do you need to go to find the Payer ID?
CST
What is the first step in handling a Fraud Medium Referral?
Advise applicant of eCBSV Application Fallout talk-off: "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.”
How do you whitelist an AH?
In the IBM safer payments case click the declined transactions, and then click add risk list entry. Then in drop down select consumer SSN whitelist. Then enter the following:
How do you submit an increase?
1. Look up profile
2. Click Transactions;
POS: Enter new limit requested by AH. (System location: Purchase > Online Daily field)
3. Increase amount based on new limit entered in PURCHASE ONLINE DAILY > Online daily field
4. Enter the date it starts and ends
5. Click confirm.