Authentication
How many attempts does a caller have to get information like the Last 6 of SSN correct?
Two attempts
True or False: We should mark off possible fraud on the l/s report if the cardholder says they believe their card is compromised, and the most recent transaction is valid.
False
The caller wants me to review a transaction for them but is unable to verify last 6 of the SSN and there is not an active alert. Should I review the transaction for them?
No, offer to block card and refer to FI
What's something, we would ask if the cardholder says their card was stolen, when filling out the L/S Report?
If they have reported it to the police.
You ask the cardholder for the last 6 of the SSN and they give the last 4, so you apologize and ask again. Again, they give last 4 of ssn.
What do you do next?
Offer to block card or refer to FI
The cardholder’s card was compromised, but still in their possession.
What location do we put in for where it was lost in the L/S report?
The city and state the card is under in the cardholder details
The caller identifies himself as the cardholder and gives his name as Jeff. When you locate the card records, all the cards under Jeff are closed, but there is one under Robert that's open. So, you ask for the last four of the card and Jeff gives you the one under Rob. The PSR continues to block the card after verifying the last 6 of the SSN and discussing the last activity on the card.
SI or Verified?
SI
True or False: While in the process of blocking a lost card I notice there is no recent authorization or activity, so I should just fill out the L/S report and block the card.
False, We need to check the statements for the last activity and confirm its theirs.
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You hear someone in the background trying to help the caller. You pause the interaction and let the caller know you can only continue if responses come directly from them. The background person stops speaking. Then you receive the Zip Code (You skip the phone number because it was given by third party), Name, and Last 6 of the SSN from the CH. Then you review the last transaction on the card, before blocking it.
SI or Verified?
Verified
The cardholder called saying that they have fraud on their card and wants to block it. There isn't an active fraud case, so you have to block in QA. When reviewing the activity the cardholder realizes that it was valid and wants to keep card active. What do you do next?
Apologize and let them know that you do have to block the card.