Preferred Fraud

Misc

100

What is the date this class started?

02/26/2024

200

Who is Tony Pina's manager?

Katy Emmi

300

If an upset client asks you for your identification number, what would you provide them?

CAI 

400

If we have a caller reporting they received a BOFA card that does not belong to them. Where do we report it?

INFOSAFE

500

What is the phone number for SOACC?

[phone]

Authentication

100

What is the total amount of characters you can put for a verbal password?

10

200

Finish the sentence

Tell the suspicious caller (non-verbatim):

The account is currently under review. We will reach out to you.

300

What is the process you would take if you get a call and cannot hear anyone on the other line?

1.Confirm the call is a ghost call.

2. Announce the bank greeting a second time and confirm there is no answer after waiting at least five seconds. 

3. Press *7 to attempt to retrieve the call and confirm the caller does not connect. 

4. Ensure you are not a Fraud and Claims agent 

5. Click the fraud and claims option.

Apologize and tell the caller:

• You are unable to hear them.
• Their call is very important.
• Call back at a convenient time to the number on the back of the card.
• Comment the account, if available.
• End the call.

 

400

When a client agrees to place EAP on their account what do we need to tell the client?

• We will utilize this limited set of authenticators to access your account when you call us.
• An Email/Text notification of these changes will be sent.
• It is important to keep your contact information up to date. If you are unable to meet the authentication requirements, in the future, we will need you to visit your local financial center.

500

Name 6 red flags

Spending pattern

Personal information changes

Velocity of transactions 

OLB password changed

New debit card issued 

Several calls within a short period of time

High dollar amount transactions

Geographic location

 Notations on account 

Rushing/ pushing you

Demos/ Voice

Fraud VS Billing Dispute

100

Can we do a billing dispute if the transaction is processing?

NO

200

Sofia Smith is calling to get details on a transaction that appeared on her statement for $186.95 on July 7. The restaurant merchant’s name is VorDons, and in reviewing the details in Synergy Web and FLASH, you see it is a restaurant located in Japan. You advise Ms. Sofia Smith it is an international transaction originating in Tokyo. She informs you that she has never been to Tokyo.

FRAUD

300

What is the short code the ATM Debit fraud decline?

39989

400

Provide 4 flash alert abbreviations 

DAF

DCD

CFD

CCMON

ATO

MWD

ER 

NARC 

500

Name 3 types of billing disputes 

Merchandise or service not received

Billed more than once for a single transaction

Canceled a recurring charge  

General Bank info

100

Who is the CEO of BOFA?

Brian Moynihan

200

Who was the top site leader for the month of March?

Jim Gauthier

300

How would you handle a call during a site evacuation?

1. Identify a site evacuation is needed

2. Tell the caller: For the safety of our associates, we are evacuating the building. Please call back. We apologize for the inconvenience.

3. Hang up the phone.

4. Log off of soft phone, and follow the directions of the Leadership Team - Floor Wardens, and take necessary personal items, such as a coat, purse, car keys etc.

5. Lock your laptop.

6. Exit the building immediately using the closest emergency exit to your location. Refer to the site specific emergency plan.

7. Proceed to the assembly area, and meet your team at your designated evacuation location.

8. Do not re-enter the building or work area until given an all clear sign.

400

What are BOFA's Values?

• Deliver together
• Act responsibly
• Realize the power of our people
• Trust the team

500

What question do we ask our clients everyday? 

What would you like the power to do?