Authentication
What does OTAC stand for?
One Time Authorization Code
Definition for a complaint
A concern or grievance regarding a bank product, service or employee conduct.
What is the definition of a billing dispute?
The client initiated activity where there is a discrepancy in the amount or frequency of the merchant's charges to their account(s), including a discrepancy involving quality or non-receipt of good or services.
What is a 7003?
This is a test transaction with a high risk of fraud. The charge(s) are often attempted before additional fraudulent charges.
The client paid a scammer with gift cards, what two forms would you file?
Scam Tracker
TRMS
Name 3 Authentication tokens that give you High Risk Access
Digital ID
OTAC
OBC
A client acknowledges that they made an error
entering their PIN, and they got locked out of their account.
Is this a complaint?
No, this is not a complaint.
When the client acknowledges they made an error and the interaction doesn’t include any other concern or grievance, a complaint capture isn’t required.
Name the Dispute Cause:
Apple billed a client twice for their $30.00 purchase. One transaction shows as Apple.COM/Bill and the other shows as Apple.iTunes.com.
Billed more than once by the same merchant
What is a 7005?
Merchant Compromise (Comp) and there is suspicious activity attempted. Also a testing transaction with the added risk of having been part of a compromise.
What is the phone# the client calls when they need to transfer funds due to ACH True Fraud?
1.888.482.4792
How many tokens does it take for a caller to fail authentication?
3
A client is upset with the wait time to speak to an associate.
Is this a complaint?
Yes, this is a complaint.
Concerns regarding wait time are always considered a complaint under the expanded complaint definition
Name the 3 states that are NOT eligible to file a fraud claim through the mobile app.
California, Florida, Texas
In FLASH, what does it mean when the contact information has been changed and is highlighted in red?
Its been changed in the past 30 days
What are the talking points when reissuing a new card due to fraud?
What do you say when a caller fails authentication?
Refer the caller to the Financial Center with 2 forms of ID (recommend to schedule an appointment)
Does the CQC tool close when a new client comes into session?
Yes
You must ensure all complaints are captured before ending the call
What is the bank's definition of fraud?
A client is unaware that a transaction is happening on their account, it is done without knowledge or permission.
What does CCI stand for?
Case Creation Indicator
If the client is visually impaired & needs a braille sleeve for their card, what system do we use to order it?
TRACI
You were able to verify a BOA employee through AVS, in which token do you enter the agent's NBK?
Internal Support Call
Does the client need to be authenticated for the CQC tool to populate with their information?
No
A client doesn’t need to be authenticated for information to display in the CQC tool. However, you must ensure the correct client is in session before capturing the complaint
What steps do we take when a Small Business client is reporting fraud on an ACH transaction?
Send through email "Unauthorized ACH Corporate Return Form"
What does the SMS text say when a DCMON alert is created?
BofA Security:
Your debit card ending in [####] was used at:
[Merchant Name] $#.###.## (Approved/Declined) MM/DD.
Did you authorize this activity? Reply YES or NO.
Text STOP to end texts
Give me the Stop Payment Disclosure for Debit Card: All transactions from specific merchant