Risk Assessment Jeopardy

Authentication

100

When authenticating a consumer customer, what two items can we use to locate the account in RAMS (after the customer has given their name)?

What is social or account number?

200

When authenticating a business account customer, what two items can we use to locate the account in RAMS? 

What is account number or TIN (tax id)?

300

Describe the 3 different pindrop colors and what they mean

What is....

• Green Color Rating
  • No Additional Authentication is required.
    Note: One-time Passcode (OTP) must be completed for certain maintenance requests. Refer to the appropriate KRIS process document for the maintenance type.
• Yellow or No Color Rating
  • Attempt to Complete One-Time Passcode (OTP)
  • If the customer is unable to complete OTP, click “Knowledge Based Questions" and authenticate the customer according to the requirements on the KBA Screen presented. 
• Red Color Rating
  • Perform standard authentication procedures.
  • Pindrop will alert you that the customer is high-risk. Do not disclosure any information to the caller and use the following scripting: “I apologize but I am unable to locate an account with the information provided."
  • Submit a Raise the Red Flag referral only if you feel the call is potentially suspicious. Do not submit a Raise the Red Flag referral simply because Pindrop returned a Red Level Fraud Risk.

400

What is the process for authenticating a third party WITH a customer on the line

Third Party With Customer on the Line

This process should be followed at any time during the call that you become aware there is both a customer and third party on the line. A third party is considered any individual who is on the line with the customer.

NOTE: Maintenance should not be performed at the request of a third party without the customer being present on the line, even in circumstances where a customer has provided consent to speak with the third party. 

1. Confirm that the customer contacted the third party
2. 
   
   • Recommended scripting: "Mr./Mrs. Customer, I will be happy to assist you, but before obtaining personal identifying information with another party on the line, I need to confirm that you contacted the third party."
3. Did the customer confirm they contacted the third party?
4. 
   
   • No: use the following scripting: "Mr./Mrs. Customer, I will be happy to assist you, I will be obtaining personal information such as your account number, last four digits of your SSN, etc. to authenticate your identity. Are you comfortable providing such personal information with a third party on the line you did not contact?"
   • Yes: continue the call as normal.
5. Is the customer ok with proceeding with third party on the line?
6. 
   
   • No: recommend discontinuing the call
   • Yes: continue the call as normal
7. After completing authentication, reading appropriate scripting, and confirming the customer's consent and approval the customer should remain present on the line for the duration of the call. See example scenarios below:

• A customer calls in with a representative from the power company on the line and needs to verify their power bill was debited from their account.
• A customer calls in with their son on the line. The son is not a signer on the account, but is assisting with verifying that the Social Security check has been deposited so that they may buy groceries.*

Please note: *This is not considered a credit reference because the customer is not trying to verify deposits for the purpose of obtaining a loan.

500

What is the process for assisting a third party with a customer on the line - who is requesting a credit verification (verification of deposit)?

100 pt Bonus: What is the fee?

Credit Verification requests cannot be completed verbally. There is also a fee for the completion of these requests. If you're contacted by a merchant (lending agency) with or without the customer on the line who is requesting the credit verification information, please refer to the KRIS doc What is  Credit Verification. 

Verification of Deposit

• A Verification of Deposit (VOD) is a specific form used in the Mortgage and loan application process.

• Submitted by a lending company, to verify available funds in the mutual customer's account.

  • Information regarding loan balances are also provided if applicable.

  • The lending company will provide Regions Bank with a Customer Authorization to release the account information.

  • Requests are submitted through www.Confirmation.com

• Fee: $30 

Overdraft

100

Name the KRIS doc that explains the difference between the SOC (standard overdraft coverage) elections

What is What Overdraft Services does Regions offer?

200

Ms. Brown has an available balance of -$100 with a standard overdraft coverage of: Opt-In ATM/Everyday CheckCard. If Ms. Brown had 5 new transactions post to her account (assuming her SOC limit will allow) and she does not meet grace period, how much will she be charged in fees?

$108

300

What is the difference between SOC and ODP?

Overdraft Protection (ODP) - is a service that allows a checking account to be linked to another account (money market, savings, line of credit, or credit card) so that funds can be transferred in case of an overdraft to help customers avoid returned items. 

• A customer must request the Overdraft Protection service and should wait until they receive confirmation that their accounts have been linked.  

Standard Overdraft Coverage (SOC) – is a service that allows Regions to pay checks or authorize ATM and everyday (non-recurring) CheckCard transactions into overdraft when customers do not have sufficient funds, and charge the customer a fee for doing so.

• This service is available for checking and money market accounts.
• Customers can make a selection any time through various channels, and can change their elections as often as they want.
• 
  
  • Opt Out All requests must be completed at a Regions branch.
• The last opt in/out election entered by 8:00 p.m. central standard time will become effective after that business day's processing.
• Business Accounts: Business or Commercial accounts cannot "Opt Out of ATM/Every Day CheckCard Transactions", but they can "Opt Out All". If a business customer would like to opt out all, they will need to speak with their local branch

400

If my ODP account has an available balance of $200 and my posted balance is -$108 how much money will be pulled from my ODP account to cover the shortfall?

$110

500

In your own words - explain the difference between Opt In ATM/Everyday Debit Card and Opt Out ATM/Everyday Debit Card

Opt In ATM/Everyday Debit Card

Authorize customer’s ATM or everyday debit card transactions into the overdraft up to the account's available balance, plus Standard Overdraft Coverage limit and charge OD fees if the transactions overdraw the account at posting. Also, pay other transactions (such as checks and ACH transactions) up to the available balance and the available SOC limit and charge OD fees.

Opt Out ATM/Everyday Debit Card

Decline customer’s ATM or everyday debit card transactions that exceed their available balance so customer won’t incur Paid Overdraft Item fees associated with those transaction types. Pay other transactions (such as checks and ACH transactions) into overdraft up to the available balance and the available SOC limit and charge fees.

Disputes

100

What is the timeframe for CheckCard claims to be resolved?

10 business days 

200

If a customer calls in and says they do not recognize one of their pending transactions (made with a card), what do you do?

If the customer confirms transactions that are fraudulent, the banker MUST immediately close the card. 

• Pending Transaction Details- “Right now, the authorization is pending. In some cases, pending transactions may not post to the account at all. If the transaction(s) post to the account and should be disputed, you can easily dispute debit card transactions via Online Banking or please contact us again so we can help you begin the dispute process.”

300

Are we able to file a dispute for an item charged on a co-owners card?

If speaking with an account owner who is not the card holder, advise that the card holder may easily submit a dispute online or contact us again at their earliest convenience. Ensure that the compromised card is immediately closed to prevent further transactions and a new card may be issued.

400

Customer attempted a $200 cash deposit at a DepositSmart ATM - but was only credited $140. What would you do? 

DepositSmart ATM Claim

500

What do you do if you attempt to file a claim for a cx but our claims system is down?

If the Consolidated Claims View system is inaccessible due to system issue or planned outage, submit an RCPC Quest Ticket Submit a Ticket. Select the appropriate claim type from the ticket option included below, complete all required fields, fill out and attach the manual claim form found in the pop-up in the ticket or Related Information. Make sure to include all relevant information in the claim form with date, amount, ATM ID, etc.

 

FICO

100

Locate/Name the KRIS doc for FICO calls

What is How to Assist a Customer Who Received an Activity Verification Alert?

200

Fico Call:

Card is Blocked

Pccs gives you a 094 code for Walmart.com

Customer recognizes this transaction

What would you advise?

Debit Card/Now Card/Credit Card:

Always encourage the customer to respond through the alert if they have not already. If the customer confirms the transaction is authorized via the alert, they may need to re-attempt the transaction, and their card can be used to make additional purchases. No further action is necessary. If the customer did not respond to the alert, or responded incorrectly, consider the scripting below:

• "Mr./Ms. Customer, since the transaction is legitimate, all you have to do is respond to the alert and your card will be unblocked so you can continue making transactions."

300

What scripting would you use to authenticate an "unidentified" caller?

• “Hello, my name is _______ with Regions Bank. I understand there is a suspicious transaction on your account, and you would like more information. To review the transaction(s) in question and ensure your account is secure, I will need to get some additional information from you. May I please have your account number in order to review your account?” 

• Always ask for the customer's account number first. If the customer is not able to provide their account number, you may ask for their Social Security Number. 

400

Fico Call:

Card Blocked

094 Block in PCCS

Transaction not authorized

What do you advise?

Debit Card:

• Check the status of the card to determine if auto reissue was applied.
• If the card was closed:
• 
  
  • "Mr./Ms. Customer, the response to the alert confirming  the transaction was unauthorized resulted in the card being closed and a new one being sent the address on file. Please allow 5-7 business days for delivery. You should also receive confirmation of this change via email."

If the card has not been closed:

• "Mr./Ms. Customer, since you have confirmed the transaction was not authorized, we will need to close the existing card and send you a new card to prevent continued unauthorized activity. Can you please confirm your address? [customer confirms address] Thank you. Now, I'm going to connect you back to the automated system to reissue your card. If any unauthorized transactions post to your account, give us a call back to file a dispute."
• Connect the customer to 800-295- VISA (8472)
• Advise the customer to press option 3 to report card lost/stolen
• Then select option 1 for debit card
• Customer will enter social security number
• Customer will enter the account number associated with the card.

Customer will enter the zip code to order new card.

500

If the FICO system sends you an authenticated caller and gives you their card number, can you use this to authenticate in RAMS? 

1. Enter the card number and select the customer name along with the appropriate number of authentication items based on the Pindrop color required to gain access to the account. No additional authentication is required to provide information about the transaction that triggered the alert, to provide the card status, or to connect to another IVR to close and reorder the card, if applicable. 

   • This authentication process is only applicable to calls authenticated in the FICO IVR. 

Misc!

100

What is the scripting for a red pindrop call?

“I apologize but I am unable to locate an account with the information provided."

200

I have an Amazon Prime account, but am calling to dispute an Amazon charge on my account that I did not make, is this a merchant or fraud claim?

FRAUD - CLOSE CARD 

Merchant: authorized

Fraud: Not authorized 

300

Customer calls in to report unrecognized charge made with her card. She does not want to close her card due to her utility bill coming out of the account tomorrow but would like to go ahead and file the dispute. Explain the steps we would take for this customer.

Unauthorized = close card instantly, no exceptions

Offer instant issue or order card for customer. 

File dispute.

400

Customer calls in to place a stop payment for the transaction currently pending on his account. How would you assist?

Stop Payment - future payments to the account, cannot stop pending transactions

Dispute - advise the customer we can dispute the charge once it posts to the account. Look to see what type of transaction was made - if transaction was fraudulent - close card immediately. 

500

Will Opt Out All stop every transaction from coming through to the account?

NO!!! Recurring CheckCard Transactions will still be paid and are subject to a Paid Overdraft Item fee.