General
ID scans can be found in this type of TLG note
CSM General
True or False: Auth ID and Fraud Block calls will be in Defender.
False.
AuthID calls will not be in Defender. AuthID review is completed prior to the sales purchase flow, before a transaction can be flagged for a fraud review.
We will no longer place fraud blocks in Telegence.
Because this is being removed, a call will not route to GFMO and a case will not generate in Defender.
If you receive a call on the fraud block queue, handle this as a mis-routed call.
When the High-Risk Button in pressed this MUST be completed.
High-Risk Quiz (OOW)
If you fail to VID properly and continue with the call
AUTO FAIL
True or False: You should close start first before dispositioning Defender.
True!
Once you disposition Defender where can you locate the note that was posted?
Case Activity Log
When the Ekata and KBA results are RED
STOP/DENY
When using Risk Research this must be done during your review of the customer data (lock)
Click the lock to expand the SSN for verification
The amount of characters you need for an AUTH ID transaction number for CATFISH (when asking the agent)
First 6 characters
True or False: If Defender states that ID is not scanned you should check TLG for an ID scan.
FALSE!
You will only check TLG for ID Scan if there is a "-" (dash) in the ID field.
If the dealer code failed and you are unable to verify the agent
Stop - no further action taken.
When accessing Risk Research during a Non-Auth ID call you must put this in the Reference ID Field.
BAN
If the customer is porting a number (tentative acct) and it does not report to the AH.
STOP/DENY
Defender - The Biller Notes (Telegence notes) in Defender will allow us to view Telegence notes within how many months?
Within the last 6 months.
True or False: When you bring the customer on the phone after completing VID with the sales agent
You should only be asking the customer for their first and last name.
True!
Do not ask for any additional personal information (i.e., address, how long lived at address, etc.) at this time.
This must be done at the end of every POS call.
Close the call with the AT&T branding
True or False: Tribal ID (also known as Tribal Document or Native American Document) is an acceptable form of ID
True!
What you always do when using defender
TRUST DEFENDER!
True or False: Cases recycle in defender.
False.
When performing sales agent authentication on a point-of-sale call (ARAF/OMNI/HRB/AUTHID), if the Special Instructions if SoftPhone and AVT say that the code provided is “not for validating caller” and “caller must provide own agent code” your next step is...
You must ask the caller for their dealer code and enter it in STaRT to complete the verification through AVT.