DCMON
Authentication
ACH Claim
Fraud Vs Scam Vs Billing Dispute
Solution Center
100
Client calls in and mentioned they did not authorize a transaction (the transaction was declined) , What type of disposition would this be?
Confirmed Fraud - No Claim
100
What procedure would you use to navigate Lexis Nexis?
Lexis Nexis User Guide
100
A client calls in and mentioned they did not receive credit from a merchant on a ACH, Can we file a billing dispute for the client? (Utilize Solution Center)
SC: Initiate a Consumer ACH/EFT Claim
No,
Refer the client to the originator/company/merchant.
100
Client bought and sent gift cards as part of a job scheme and never received payment. Is it a billing dispute, Fraud, or Scam?
SC: Scams, Fraud and Billing Disputes Job Aid
Scam
100
In this scenario, the client calls in and requests the customer service phone number from Amazon, Can we provide it? And if so, What solution center would that be?
Yes, SC: Merchant Contact List
200
Client calls in and mentioned she attempted a transaction but for some reason it keeps getting declined, you can see in flash there is a DR present What disposition would this be?
Activity Valid- Add DQ
200
What information is provided when you search Find a Person on LexisNexis?
Name, current/previous address, and phone number
200
What is 1 Elegible ACH debit dispute cause that we accept? (Utilize Solution Center)
SC: Initiate a Consumer ACH/EFT Claim
- Billed Incorrect Amount by Merchant
- Billed More Than Once for a Single Transactions
- Cancelled a One-Time or Recurring Transaction
- Customer did not authorize transaction (Non-Fraud)
- Customer did not authorize transaction (True Fraud)
- 3rd Party Payment Not Sent to Recipient
- Transaction Posted Prior to Authorized Date
- Used Another Form of Payment for this Transaction
200
Client allowed Apple access to their computer/mobile device and later identified purchases on their debit card statement via PayPal that they did not authorize. What would this be considered?
SC: Scams, Fraud and Billing Disputes Job Aid
Fraud
200
In this scenario, the client calls and states they want to withdrawal a claim, Can we withdrawal this claim, and if so, What solution center would that be?
SC: View and Withdrawal Entire Claim - Non - Status Agent
Yes
300
Client tried to use their card to purchase an item and it declines. What disposition would this be?
Activity Valid - Add DR
300
An agent calls in from a financial center with the client fully verified and wants to unblock the card, How do we verify the agent and what do we do next? (Utilize Solution Center)
Sc: Authenticate a Caller - Fraud
We ask for AVS Code
Enter the verification code provided in the pop-up box and click Validate.
300
While filing an ACH true fraud claim, If the client does not accept a verbal consent, What other option do they have to continue claim?
Written Statement consent
300
Client indicates the company/person/recipient misrepresented themselves. Is it a billing dispute, Fraud, or Scam?
SC: Scams, Fraud and Billing Disputes Job Aid
Scam
300
You filed a claim and during the process it requires a fraud restriction, What are the steps to place a fraud restrictions
SC: Place or Remove a Fraud Restriction - Fraud
Place the Fraud Restriction (09-Credits Only) using FLASH.
- Select Deposit Fraud Restriction from the Actions dropdown next to the deposit account in the Accounts Info widget.
- Click Add in the Deposit Fraud Restriction widget pop-up.
- Select the appropriate Fraud Restriction from the Sub-LOB dropdown
Click Submit.
400
Which Change Step would you pick if the client says the activity is fraud, but the related card was already closed and replaced?
Confirmed Fraud - Reissue already completed
400
The caller calls in and did not pass authentication but you do believe its the true client, What would be the next step? (Utilize Solution Center)
SC: Authenticate a Caller - Fraud
- Reach out to locate a leader available for assistance.
400
A consumer client calls about a pending transaction and wants to dispute the charge. What are your next steps?
SC: Initiate a Consumer ACH/EFT Claim
We can place a stop payment and offer a Fraud Restriction
- Offer an ACH single transaction stop payment on the pending transaction.
- Recommend a Fraud Restriction to the client, if they advise true fraud has occurred, to protect the account, even if one is already placed by another department or claim type.
400
The client initiated a transaction but they noticed the amount was different. Is it a scam, Billing dispute, or Fraud?
SC: Scams, Fraud and Billing Disputes Job Aid
Billing Dispute
400
A caller contacts support regarding an ACH transaction on a commercial account. As you review the transaction, determine whether the call can be serviced or if it should be routed to another department.
SC: Assist Small Business with Automated Clearing House (ACH) Claims
Transfer the call to the Commercial Service Center.
Note: If after hours, the client can leave a message.
500
As you are reviewing a transaction with the client, the call disconnected. Which disposition should be selected to close the alert?
Pending Callback
500
In this scenario, a co-owner on the account Michael Scott calls in and Holly Flax Scott is in the account, You run the number thorough LexisNexis and you get a pass indicator with Holly Scotts name, Can we utilize the number?
Yes, as long as the last name matches
500
A claim has been filed, client accepted a fraud restriction, Where would we transfer our client next after we finish the steps in filing the claim? (Utilize Solution Center)
Use the Synergy Transfer Tree option and transfer to New Account Opening - Check or Digital Fraud
500
Client calls in and mentioned they have done business with the merchant but did not authorize this specific transaction, Would this be a billing dispute, Fraud, or Scam? (Utilize Solution Center)
SC: Scams, Fraud and Billing Disputes Job Aid
Fraud
500
In this scenario the client is requesting to escalate to a leader and a coach but no one is available, What would be the next steps you would take to assist the client?
SC: Handle Escalation Calls and Scenarios
- Tell the client a leader is not available.
- Identify if the client agrees to a call back from the leader within two business days.
- Tell the client the callback will occur:
- Between 8:00 am to 9:00 pm (client’s local time based on address)
- Within two business days