CSaP Jeopardy

Authentication

100

Client must provide 2 of one and 1 of the other

A and B verifiers

200

Yellow triangle error page pops up loading OOW

Automatic fail

300

OOW script

I am going to ask you a series of multiple choice questions. The questions are based on public records and an independent vendor. The quiz is timed. So, if you do not understand a question please let me know and I will repeat it as quickly and clearly as possible. If you pass the quiz, we will be able to process your request. However, if you fail the quiz, it times out, or I'm unable to generate the quiz, we will require other means of verification before we can transact business. Do you agree with that and would you like me to proceed with the quiz?

400

SMS verification eligibility

Phone number is valid and has not been changed within the last 30 days

500

Client sets up a verbal password on her account and asks who she should share it with

• Clients need to share their verbal password with a joint tenant, power of attorney, Trading Authority to access the account since each account role is required to provide the verbal password before accessing account information.
• (View only roles do not need to know the verbal password)

OA Locks

100

Client's account is locked due to failed authentication

In person branch verification required

200

The following 3 tabs must be reviewed in detail to understand how and why the account is locked

1. Notes

2. Cashiering

3. Change history

300

***IMPORTANT*** Placed OA lock on client's account due to failed KBQ's. Please authenticate the caller with OOW before removing OA lock.

Incorrect procedure. Client must go to a branch in person for verification. (Rep error)

400

Client must run a virus scan on their device but does not have a computer and only ever logs in on their mobile device

• On the client’s mobile device, encourage them to:
  • Perform all pending updates
  • Thoroughly examine all applications and extensions, removing any that may be unfamiliar or suspicious
  • Contact the Apple Store for iOS devices or their cell phone provider for more information on securing their device against malware

500

Client with branch code C3 calls in with an OA lock on the account and is requesting online access

Call Denver Premier Team 877-681-2200 or email [e-mail] for confidential C3 accounts

Fraud

100

Client's personal information has been compromised at and outside of Schwab

Incident report

200

"I received an email from Schwab. It has your logo and a representative that i should respond to for a service check on my account." What type of fraud am I?

Spoofing

300

Client says they visited a suspicious site and received suspicious text related to Schwab or TD but no fraud has occurred on their account

Notify the security team triage by emailing [e-mail].

400

Procedure for FDS locks associated with new accounts

500

Trading fraud on client's account

***Do not place cover trades. Any market action taken to flatten risk due to trading fraud will be done in Trading Operations.

• From Monday - Friday 7:00 am – 8:00 pm ET:
  1. Warm-transfer the caller to the Trading Operations Fraud Trading hotline: [phone] (INTERNAL USE ONLY, please do not provide to clients).
• After Hours/Overnight:
  1. Send a COMTRACK to printer FRD.
  2. Include full details as well as the client’s contact information
  3. Place a note in Client Central referencing the client’s claim and that they’ve been referred to Trading Operations Fraud Review

Schwab Security & Guarantee

100

Schwab Security Guarantee

Schwab will cover losses in any of your Schwab accounts due to unauthorized activity

200

3 main ways to protect a client's Schwab account

1. Verbal password

2. Voice ID

3. Two-factor authentication/security token

300

Would a client be covered by the Schwab Security Guarantee if an individual they authorized to do transaction on the account, (LTA, FTA, DPOA) did actions that the client does not approve of?

No. Actions taken by the true authorized agents would not be covered as those actions are considered authorized by the client.

400

Client calls in and requests proof of the Schwab guarantee. What are the two locations where the information is posted?

Schwab's Security Guarantee and S.com/guarantee

500

Client states that a Schwab employee contacted them over WhatsApp letting them know that their account had been hacked and they needed to remote into the clients computer to send their money to a separate holding account to protect their assets. Is the account covered by the Schwab guarantee?

CSS representatives cannot determine

Misc

100

Client shows signs of severe vulnerability mentally/physically and is over the age of 60

SVI report

200

You accidentally give online access to a non-authorized party

Submit a DIRT report

300

Client sends fax to incorrect fax number

Submit DIRT report

400

You visit a suspicious website or receive a suspicious text on a company device

Report it to the Security Operation Center (SOC) at [e-mail]

500

May we do business with a client that receives income or owns/operates a marijuana related business?

No. Schwab's Corporate AML policy dictates that we cannot work with anyone who's proceeds are derived from Federally illegal activities or those that fund/ facilitate them