FNFI Investigators
Broad Question: What does an investigator do?
Review for valid dispute reasonings
Review for recovery
Can we deny fraud based on AVS and CVV matching?
No
When should we be checking to see if a merchant terminal was chip-enabled?
If we suspect a charge was made using a counterfeit card and we want to see if we have chargeback rights
Investigator ____'s work claims through 1st chargeback
Investigator 1's
We have ____ days from the date the cardholder makes the dispute to have either pay the cardholder or deny them
60 days
What system can we check to see if a cardholder participated in a transaction without placing a phone call?
Ethoca
What entry modes could qualify for a chip-liability shift Chargeback?
What are the two ways we can "recover" in our department?
2) recovery through denying
Keying this letter next to a statement item in TBS will allow us to see specific information regarding travelers and ticket numbers if the charge is for Travel and Entertainment
'e' > F6
What system should we review to look at how the transaction was authorized?
PRM
What does ECI/ECOM 7 mean for a visa charge?
its an online charge
Unlike the contact center, Investigators are a part of the ____-office team
Back-office
What system can we view relatives and known associates of the cardholder?
Lexis Nexis
What system(s) should we review notes in?
QFD, PRM, and sometimes TBS (if needed)
What does entry mode 81 mean for a mastercard charge?
its an online charge
False
What is the first thing we can check to determine if a charge is "card present" or "card not present"?
Entry Mode
What system(s) should we check for MIC?
TBS, QFD
Is entry mode 01 card present or card not present?
could be either ;) there are additional fields to check