IDCF
the approximate number of alerts IDCF has worked YTD.
what is 1.5M?
accept anything between 1M and 2M
This client communication IDT has stopped sending out when they are escalating to client experience to avoid mixed messages and confusion.
What is the decline letter
Fraud claims began the year with an SLA of 8-10 days and has reduced it to this current SLA.
What is 3-5 days?
This is the total amount of money the team was able to recover
What is 4.3M (accept range of 4m-5m)
This tech change allows investigators to get their own files with a "get next button" eliminating the need for admin's to assign files.
What is the FLCM upgrade
IDCF previously focused predominantly on ATO's has expanded this year to put more focus on this type of activity.
What are scams?
this is the total number of files IDT closed YTD
what is 43,517 (accept 40k-45k)
This fraud trend targets unsuspecting passengers when they pay for their ride with a card, only to have their card secretly swapped with a similar-looking one by the driver, leading to unauthorized charges and loss of their original card.
What is a taxi scam?
This document used to get approval for large losses is being revamped to reduce time wasted
The executive summary
This future enhancement will review all incoming emails and provide auto responses, or categorize e-mails for easier admin handling.
What is AI e-mail automation
Throughout the year there have been many small trends but this one large trend has persisted causing large losses.
What is the GMT trend
This system was implemented across IDT and other fraud teams to manage productivity
What is control IQ
When a client is escalating being held liable this written communication is no longer being sent by claims when they transfer the file to client experience
what is a decline letter?
Recoveries is piloting this method in getting additional recoveries, when the funds have been depleted with the initial recipient and moved to another account.
what is multi layer depletion
This programmed excel sheet designed and executed by a L4 agent is able to assign investigators to FLCM queues according to queue volume and investigator skill set with just the click of a button.
This new fraud prevention step has been added for EMT transactions IDCF reviews
This was implemented to improve turn around time and avoid playing phone tag when we have a clear cut fraud case
What is reimbursing without calling
This system will be upgraded soon with new promising features like letter generation, Auto assign and escalation tab.
what is FLCM?
This is the number of escalations the client experience team worked YTD
What is 3,700 (accept 3k-4k)
The IDT BA's spent many weeks reviewing and tracking files in these discovered queues that had files in them that were years old. they effectively tracked what needed to be worked and what was already resolved.
What are the inbound and AO queues
Over the past year the number of alerts coming in has drastically increased, however IDCF has impressed by being able to keep this metric consistent.
What is a PEN rate?
For the first time in over five years, this milestone was achieved by the IDT team, with fewer than 1,000 files pending.
What is being within 10 day SLA
Fraud claims analysts worked tirelessly clearing out this place holding claim files getting ready for an update.
what is the FLCM claims queue?
This is the PEN rate for fraud recoveries based on the referrals sent to them over threshold.
what is 100%
this new system was launched with the IDT Ba's where we could receive fraud reports directly from our primary credit bureau
what is the transunion portal