Row 1
Are you allowed to put the merchants terms and conditions into the liable letter?
Yes we can.:)
what does PSD2 stand for?
Payment Service Directive
If you raised one transaction into a chargeback what letter is to be sent?
123 Letter
what is SCA? (full word)
Strong Customer Authentication
where do we record any sensitive disclosure the customer makes?
CCP- Customer Care Page
What is ABTA and ATOL-full word?
Association of British Travel Agents
Air Travel Organisers Licensing
what department investigates Fraud Claims?
Third Party Fraud
What does DMC stand for?
Document Management Center!!!!
When do we do additional security?
When a customer fails their password
What system is used to request more infomation?
Orbit
What 3 documents will you find in the DMC?
Customer communication, procedure guides and process guides
There will always be parts of a manual letter that will require you to unput details.
What is that details name 3.
Customer Name, Address, Title/ surname, Last 4 digits of card number, Transaction details
what does VCAS stand for?
Visa Consumer Authentication Service
what is the name of the "pool" where all banks are able to see customers information?
CIFAS
What does it mean when a freeze is applied?
When the amount is frozen it means that no interest will be accrued we are investigating.
what is the prompt we give the customer for them to remember their password?
It may be your mothers maiden name or a memorable word that may contain a mixture of numbers or letters
What block do we apply if we suspect ACTO?
A18
What are the reasons?
Large transactions, close to limit, heavy card use.
What are the 4 type of dispute claims as customer can raise through through the microsite?
Goods not received, Service not received, Cash not received, duplicate
what system works with Falcon to send customer communications?
Adeptra
what is falcon and what block does this apply to the account?
This is a rule-based system that scores transactions to determine whether is genuine or not, it uses location, amount spent and merchant. it automatically applies an A20 block
What would be classed as a billed incorrectly claim? Name at least 3..:)
Late Presentment/Incorrect transaction code/Incorrect currency
/incorrect amount/Duplicate/paid by other means
Different types of ACTO cash outs
Card Re-issue
MT
Falcon Block Removals
DW
Mobile app
When reviewing an open cases we need to start looking for... Name 4...
Merchant refund, Small dispute write off, Declarations, withdrawn Claim, out of time,
Third party products, pass to fraud or section 75, Pos Matching the claim type,
MCC matching the claim/Merchant, Does the claim needed to be pended, Is further infomation
required, vulnerability.
Name the Two main red flags for ACTO
ID&V completed without Addsec
Multiple IVR calls to harvest account information