Lost/Stolen ID
Associates should verify this information on the CIF
What is Client's contact information and passwords (update as needed)?
Emails for compromised account information should be sent to
What is DDA/SAV?
What is Fraud Operations?
What is Retail?
For lost (unknown check numbers) and stolen checks, the account must
Feature in Digital banking a client can use for their debit card
What is "Card On/Off"?
For check kiting, we should
What is Place hold(s) and email to place message to all accounts and CIF "Kiting Suspect"?
Recommended if Client uses Digital Banking
What is change User ID and Password.
If a client sees unauthorized activity they should
What is complete applicable dispute forms?
Reviewing account activity helps clients find this
What is presented lost/stolen checks?
Associates should review this with the client
What is Card activity and Current, pending, and memo activity?
The extension for Fraud Operations
What is x1551?
When a clients reports their ID lost/stolen, an associate must review
What is current, pending, and memo activity (including ACHs).
Associates should collect this if not completed
What is CIF Security Questions and a Password for Accounts?
If clients can identify the specific check number or range of numbers that are lost and stolen, an associate can
What is place a permanent Stop Payment?
The form needed to change the status of a card is
What is ATM/Debit Card Status Change Form?
Check fraud is considered when a client presents
What is an Altered check?
What is a Counterfeit Check?
What is a Forged signature/endorsement?
If nothing else looks questionable on the account
What is Accounts do not need to be closed?
Compromised SSN emails should include
What is message on all accounts and CIF "SSN Compromised; verify identity, ask for security password for all transactions?"
Name of form needed to transfer any deposits if an account is to be closed due to lost/stolen checks.
What is DDA/SAV Close Out form?
A "Lost" card can only be changed to "Open" when
What is card is located and was never in possession of someone else.
After confiscating a suspicious check
What is email a copy of the check to Fraud Operations with a summary of suspicions?
Emails to DDA/SAV, Retail, and Fraud Operations should include
What is Subject with client's name
What is Description of Situation
What is Account Number
What is Message about ID lost/stolen and to ask security password.
Suspected or Confirmed compromised accounts have to take extra steps to secure account information
What is Close Account?
What is place $1M hold on account?
What is Complete DDA/SAV Close Out form?
If a client would like to research the missing checks, an associate should
What is place a stop payment with 1-9999 range?
What is email DDA/SAV and Fraud Operations stating "lost checks/account pending closure?"
A "Stolen" card can be changed to "Open" when
NEVER, a new card HAS to be issued.
If an associate has a suspicious account, they should
What is Email Fraud Operations and Security with suspicions?
What is email Digital Banking to suspend access?
What is to close the card?