Procedures
This disclosure must be read to any party that comes on the line and would not have heard it during the initial IVR greeting.
What is: "This call is recorded for training purposes; to enhance customer service, security and to confirm our discussions with you."
This is recommended to be completed for any debit card calls.
What is: cancelling Neptune call.
This is the total number of times a customer can answer manual authentications question wrong.
What is: the 3 strike rule.
These are examples of electronic fraud.
What is:
This must be included in the body of a fraud claim appeal in Relationship Builder (other than pertinent information to support the appeal).
What is: the DPM or PEGA (FCM) Claim ID number.
This should be checked for when a customer is reporting a non-ATM cash advance as fraud.
What is: check all other accounts to see if the cash advance was accidentally transferred into another account (chequing, savings, LOC, etc.).
OTP authentication alone is considered _____.
This step must be completed before the closure of a card or else fraud may occur/transfer over onto the new card.
What is: deleting tokens.
The HOST screen _____ must be utilized if a transaction is not displaying on PRM due to it being _____.
What is: CPA MENUH, APX.
This is recommended to do in order to avoid unintentionally changing the meaning of authentication questions.
What is: reading authentication questions verbatim.
This must be provided by a private banker's assistant if the private banker is not the one calling.
What is: the private banker's full name.
_____ is the total number of MCOMs to lodge when performing Access Card - Fraud for electronic fraud.
What is: 4 MCOMs (we will accept 3 if the customer opts out of using a verbal password).
This Entry Mode means a debit card transaction was done using tap with a mobile wallet.
What is: 920.
This is recommended to do right before submitting an LS report.
What is: clearly communicating to the customer that you are about to permanently close their credit card.
This HOST screen displays a customer's private banker.
What is: CIF EAMC.
This mark type is used on PRM when a customer is reporting a fraudulent Visa money transfer.
What is: referral to ID theft.
Lodge a _____ for customers who are making a single irregular/large purchase(s) over _____ for a maximum of _____ days.
What is: a CW03, $10k, 3 days.
This should be verified when there are GOOGLE TEMPORARY HOLD transactions.
What is: verifying what triggered the GOOGLE TEMPORARY HOLD and not the GOOGLE TEMPORARY HOLD transaction itself.
This is okay to do if there is a "CTI ONLY" MCOM but no A01/E01/A10 failed MCOMs and the debit card is in DEPO/FRAUD status.
What is: use standard authentication.
These other accounts must be closed (if applicable) if there is an intercepted EMT.
What is: credit card(s) and their respective additional cardholder(s).