🔍 FRAUD DETECTIVE
This risk type appeared repeatedly when customers had multiple returned payments, high utilization, and escalating balances.
"What is Bust Out Risk?"
CFPS
"What is Check Fraud Prevention Services?"
"Maybe Helen is the problem LOL."
"Who is Helen Gebrearegawi?"
Date: Last Friday Training Session
This superhero was discussed enough during training that some people may think he attended class.
"Who is Spider-Man?"
This is something analysts were told not to do before completing their research.
"What is making assumptions?"
These six customer data points appeared in nearly every case summary Alex reviewed.
"What are Name, DOB, SSN, Address, Phone Number, and Email?"
ANI
What is Account Number Identifier?
"Holding is part of the CEC experience."
"Who is Adrian Sojka?"
Date: Thursday Morning Session
This class member built and shared a massive acronym glossary for everyone.
"Who is Adrian Sojka?"
When you encounter an unfamiliar scenario, you should place the customer on this while you research.
"What is hold?"
** very important to give a time frame of how long they are going to hold for - 3-5min 7-10min etc.
This phrase became the unofficial indicator that identity concerns were not present.
"What is 'No Signs of Synth'?"
DDI
What is Debit Detection Intake?
"Don't google OnlyFans haha."
"Who is Austin Arrington?"
Date: Tuesday Morning Session
This participant frequently shared updates about moving into a new house while attending training.
"Who is Lindsey Mays?"
This activity was emphasized as more important than speed when working alerts.
"What is thorough research?"
This payment return reason appeared again and again during account reviews.
"What is NSF (Non-Sufficient Funds)?"
CDDO
What is Customer Due Diligence Operations?
"You are all entitled to wrong opinions."
"Who is Adrian Sojka?"
Date: Last Friday Session
Who repeatedly appeared with reasons such as desk moves, internet issues, VPN problems, meetings, updates, and coffee runs.
"Who is Alex Eberhardt?" 😆
This quality separated strong analysts from rushed analysts throughout training.
"What is good decisioning?"
Before making a difficult decision, analysts were encouraged to use this resource and consult experienced teammates.
"What is the Question Line?"
VICS
What is VISA Issuers Clearinghouse Service?
"I'm operating off my laptop, a lawn chair, and a hope and a prayer."
"Who is Lindsey Mays?"
Date: Last Friday Session
This phrase best summarizes the daily class experience whenever Alex joined late.
"What is 'Be there shortly'?" 😆
This phrase was likely typed more than any other phrase throughout training case reviews.
"What is 'No Signs of Synth'?"