Multiple Choice
Your caller is a reporting a fraud and has suspect details to provide. These details are Name, Email and 3 Contact Numbers. How would you record these details?
A: Add all information to the one Suspect record
B: Create extra Suspect records for information
C: Split details between Suspect record and Summary
B: Create extra Suspect records for information
What is the default drop down for "What was applied for...?" under Application Fraud?
"Car Financing" - this drop down should always be changed to reflect the type of application. If left as the default option this can affect the reports pulled in the background.
TRUE OR FALSE
The caller does not have a date when an application was made. I can just leave the box blank until the caller can phone back in with that information.
FALSE - the date box should NEVER be left blank. If the caller does not have an exact or an approximate date of when an application was made, you should enter the date the caller became aware of the situation e.g. date of a debt collection letter, date the caller checked their credit file, etc
Your caller has forgotten their memorable word and does not have access to an online account. Why must the 6 pieces of information be confirmed phonetically?
If the information is entered incorrectly, level 2 will not be able to process this request and would most likely involve a call back having to be performed.
There are multiple transactions taken during the callers fraudulent situation. The caller only has the total taken and 2 transactions. How would you record this information?
A: Add the total only and ask the caller to obtain full transcation details to add later.
B: Add the two transactions and leave the total until all transactions are entered.
C: Add all information on total and transactions the caller has and advise of updates.
C: Add all information on total and transactions the caller has and advise of updates.
The caller is reporting a Financial Investment fraud where multiple payments were made to and from various crypto wallets. There isn't any space to record them in Financial Transactions. Would you still ask for them and where should they be recorded?
Yes, these questions should still be asked. If the information is avaliable it should be recorded in the summary.
TRUE OR FALSE
You have registered the caller and entered in their contact number into the individual record. It has already been recorded so there is no need to double up on work and the "Immediate Callback" text box can be left blank.
FALSE - the "Immediate Callback" section should always be filled in. Callers number they have for an immediate callback can differ to what they will want registered against their account. If the caller already has an account they may have changed numbers since their last report.
When filling in a general enquiry, what are the 3 areas that must always be filled in/selected before submitting?
1. Immediate Contact Number
2. Disposition Codes
3. Summary
Your caller has been a victim of a Financial Investment fraud and some money has been lost through crypto transactions. The caller has paid into their crypto wallet with their debit card and the suspect has transferred money from wallet to wallet. How would this information be recorded? (Select all that apply)
A: Add Credit Card transaction to Financial Transactions for card payment.
B: Add Debit Card transaction to Financial Transactions for card payment.
C: Add all available details to Summary for Crypto Payment.
D: Add Money Transfer transaction to Financial Transactions for Crypto Payment.
E: Add PaySafe transaction to Financial Transactions for Crypto Payment.
B: Add Debit Card transaction to Financial Transactions for card payment.
And
C: Add all available details to Summary for Crypto Payment.
The caller has been contacted by LCS Debt Collectors regarding a debt for an application made with Jacamo. What should you enter in the "Which company is pursuing..." text box?
LCS and Jacamo - Both the name of the initial company and the name of any subsequent debt collectors should be entered here.
TRUE OR FALSE
The callers car registration plate has been cloned and they are now receiving multiple parking tickets and fines from this. It's the callers own registration so we would not need to add this into the report as the registration does not belong to the suspect.
FALSE - the registration plate should always be recorded. Not only for the any councils/parking firms reporting the registration as a suspect but also for the callers benefit. The caller may need to provide a copy of the report to dispute the fine, it may not be accepted if the registration it concerns is not present.
Why is it important to include as much information in the summary as possible when it comes to general enquiries?
So we know if there is a trend with caller's being referred to us e.g. Royal Mail, Bank.
So that if the caller were to call back, the next agent understands what referrals/information have been provided.
The caller is a director of a company that is being impersonated to defraud others. The suspect is using the company name with a very slight variation. How would this be recorded? (Select all that apply)
A: Add the callers company name to Suspect tab
B: Add the suspect company name to the Suspect tab
C: Add both the caller and suspect name to the Summary
D: Add the callers company to the Summary
E: Add the suspect company to the Summary
B: Add the suspect company name to the Suspect tab
And
D: Add the callers company to the Summary
The caller has made a payment to the suspect with iTunes gift cards. Where can this be recorded and which option?
Financial Transactions - PaySafe (iTunes/Google Play/Gift Vouchers)
TRUE OR FALSE
The caller has had multiple transactions taken from their bank account after their card has been misused. The caller still has the card in their possesion but does not have this information for the report. The report should be left as a draft until the caller phones back in with the required information.
FALSE - if at any point the caller does not have/does not wish to provide certain information then they do not have to. Please remember to add into the summary the reasons for any blank sections.
The caller is going to make a report however has run out of time due to a meeting they have to attend. You have created a case but did not have the chance to take their details to register them. What needs to be recorded in Sugar?
On the draft report, a message in the summary explaining why it has been left as a draft.
A new general enquiry needs to be filled out to outline the call including all the information you have (immediate contact number, details of the call in the summary etc) and submitted.
The caller has received a text message from a debt collector regarding an ID Mobile phone contract. The caller has contacted both the debt collector, who have sent them a letter originally, and ID Mobile to confirm the debt is real. ID Mobile have asked the caller to report directly to Action Fraud. How would this be recorded on the Evidence tab? (Select all that apply)
A: Do you (or the Victim) have any call recordings or text messages?
B: Do you (or the Victim) have contracts or other legal documents?
C: Do you (or the Victim) have any letters or faxes as evidence?
D: Do you (or the Victim) have any other type of evidence?
E: Did you (or the Victim) report the crime elsewhere?
F: To which organisation was the crime reported?
G: What was the reference number provided by the organisation?
A: Do you (or the Victim) have any call recordings or text messages?
C: Do you (or the Victim) have any letters or faxes as evidence?
E: Did you (or the Victim) report the crime elsewhere?
F: To which organisation was the crime reported?
The caller has been made aware that there is CCTV avaliable regarding fraudulent transactions that have been made. You have selected the CCTV box in the Evidence tab. Where else should you be recording this information?
The Summary - please make sure to note who/where the CCTV is located, e.g. the bank branch, local cornershop, etc
TRUE OR FALSE
The caller has put a deposit down on a property only to find out it is already occupied. The occupant has explained they have had multiple people visit the property claiming they have rented the location. The occupants address should be recorded in the Summary so the NFIB know where the caller has visited.
FALSE - the address should be recorded in the Suspect section and not the Summary.
Before submitting a report on Sugar, what is important to check/ensure has been done? (Hint: This is a broad question with multiple answers)
You have filled in the Triage section fully.
You have filled in any suspect info.
You have filled in any financial transaction info.
You have filled in the Victim Support Section
You have checked your summary (including dates, grammar and spelling)
When it comes to courier fraud where money/bank card/voucher have been sent through Royal Mail via recorded delivery, what is it important to record/mention in the report and where?
The tracking number must be recorded in the summary and if the caller does not have this, it needs to be mentioned in the summary that the caller does not have it.
Also, ensure that this is confirmed phonetically!