Risk Assessment Jeopardy

Authentication

100

Name the KRIS doc that explains the processes for authenticating a consumer account

What is How to Authenticate a Consumer Customer?

200

Name the KRIS doc that explains pindrop

What is How to use the Voice Authentication and Risk Indicator Tool?

300

Name the KRIS doc that explains the procedures for authenticating a business customer

What is How to Authenticate a Business Deposit Account Customer?

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

If a call comes through with no color rating (pindrop) what is the procedure?

• Yellow or No Color Rating
  • Perform Standard authentication procedures
  • 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. 

Overdraft

100

Name the KRIS doc that explains the guidelines for SOC and ODP

What is What Overdraft Services does Regions offer?

200

What is the fee for SOC?

 Regions charges a $36 fee for each overdraft, a maximum combined total of no more than 3 paid overdraft item fees per day (may also be subject to merchant return fees).

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

What is the fee for ODP?

None! 

500

What $ increments is money transferred from the secondary account with ODP?

$10

Disputes

100

Name the KRIS doc that explains the processes for filing a CheckCard dispute/claim

What is How to Dispute a CheckCard, ATM Card, DepositSmart ATM, or Now Card Transaction?

200

What is the timeframe for CheckCard claims to be resolved?

10 business days 

300

Can we file a claim on a pending transaction?

NO

400

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

No - unless co-owner is present and able to authenticate themselves 

500

5 different types of claims

ATM, DepositSmart ATM, Non-Regions ATM, Merchant, Fraud

FICO

100

Locate/Name the KRIS doc for FICO calls

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

200

What is the process if a transaction marked by the fraud alert was authorized and the card is blocked?

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 is the authentication process if a call comes through as "identified"

FICO IVR provides the customer's name and states "Customer doesn't recognize transaction":

• If a customer has been authenticated in the FICO IVR, the banker will hear a message indicating the incoming call is from FICO Customer Communication Services and will be asked to press any key to continue.
• Using the soft phone dial pad, after pressing a key, the message provides you with any available customer information (customer name, card number, etc.).
• You may then press 1 to connect the call, or press 2 to repeat the information.
• 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.
• 
  
  • Note: This authentication process is ONLY applicable to calls authenticated in the FICO IVR. 

400

What is the process if the transaction marked by fraud review was not authorized?

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

What is the process if the transaction marked by fraud review was authorized - but the customer responded fraud in error? 

Debit Card/Now Card:

• If the customer responds to the alerts confirming that it was unauthorized, but later calls stating that it was authorized, the customer responded fraud in error.
• Check the status of the card.
• 
  
  • If the card has been blocked, but not reissued: "Mr./Ms. Customer, I understand the attempted transaction was legitimate. Since you initially believed the transaction was unauthorized I will need to connect you to the Fraud Contact Center at 800-417-2859 option 1 for assistance to have your card unblocked. The Fraud Contact Center's hours of operation are 24/7."  Transfer the customer via the RAMS phone book option Debit Card Fraud Monitoring.
  • If the card has been reissued as a part of the automated process : "Mr./Ms. Customer, I understand the attempted transaction was legitimate. Since you initially believed the transaction was unauthorized, the response to the alert confirming an unauthorized transaction resulted in the card being closed and a new one was sent to the address on file."
  • 
    
    • If the customer states that they would like their card reopened, or that they do not want a new card, warm transfer the call to your Supervisor or Support Operations Specialist (SOS) .
    • 
      
      • This can only be done for Debit Cards or ATM cards that were closed within the same day the reopen is requested.
      • "Mr./Ms. Customer, I understand that the transaction was authorized and you would like to continue using your card. To determine if we can re-open your existing card, I will need to transfer you to my Supervisor/Support Operations Specialist (SOS)"

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

Explain the difference between a merchant and fraud dispute

Merchant: authorized

Fraud: Not authorized 

300

Explain the difference between Opt In Everyday CheckCard/ATM and Opt Out Everyday Checkcard/ATM

opt in:ATM, everyday CheckCard, checks, and other debits are processed up to the Standard Overdraft Coverage limit. Regions charges a $36 fee for each overdraft, a maximum combined total of no more than 3 paid overdraft item fees per day (may also be subject to merchant return fees). 

Opt out: 

ATM and everyday CheckCard transactions that exceed available balance are not authorized.

No Paid Overdraft Fees are charged for ATM and everyday CheckCard transactions that overdraw their account if the transactions were authorized when the account was Opted Out, even if the account is overdrawn when the transactions post.

 

Checks and other debits are processed up to Standard Overdraft Coverage limit. When an account is overdrawn by $5 or less after end-of-day-processing, we will not charge a Paid Overdraft Item Fee for items that post that day. 

Checks, ACH transactions, and recurring CheckCard transactions that create overdrafts incur a $36 fee for each overdraft, a maximum combined total of no more than 3 paid overdraft item fees per day (may also be subject to merchant return fees).

400

If you authenticate a FICO caller with the card number, what is the procedure if you need to order a new card for the customer?

Close session - reauthenticate with normal procedures

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.