Trust the Process
When FRAP is confirmed and there are debit card transactions on the account. What system do we to file the claims?
DRC
What kind of authentication must be completed in every call?
Conventional ID
Name and 3 of the following:
Where can we verify account ownership in WEBCSR?
Home page- Identity- Names
What CHC talks about the steps the customer will need to take to complete NotaryCam?
CHC - NotaryCam (NOC) - Checking Accounts
What are our Blue Box values?
We back our customers
We make it great
We do whats right
We respect people
we embrace diversity
we stand for inclusion
We win as a team
we support our communities
WHAT must be suppressed when FRAP is confirmed and HOW is it suppressed?
1099
What is a CIF and where can I find it?
Customer ID# (Customer Information File)- WEB CSR
When notating a Savings account what notation section should we be adding notes under?
Account notes
CHC - Debit Card Fraud Dispute - BSP - Amex Checking ( file a claim)
CHC - Debit Card Fraud Dispute Claim - GDM - Amex Checking ( resolve/send letter)
CHC - Replace a Debit Card - Amex Checking( replace DC)
CHC - Fraud Account Take Over (ATO) - Amex Checking ( resecure the account)
Where can I access LinkedIn Learning?
Navigator- Search
What CHC can we find the verification matrix?
Inbound fraud calls.
What are the two ways you can search an account in WEBCSR and what is each type used for?
Incoming Calls- Customer Search
Working Checks- Quick Search
What must be included in a Savings note?
The check#, amount, rejection reason and next steps AH can take to avoid another rejection/information regarding the rejection.
In which CHC can we find the Voice Mail message to leave when we can't get a hold of the customer?
CHC - Fraud Risk Review - Amex Checking
What is the Ethics Hotline phone number?
1-844-439-4696
What must be included in a money movement note intended to make the customer whole after filing a fraud claim?
Request to move the funds to the Customer’s account from the General Ledger, the amount, date, the GL number and the parent case
What is a CRN and where can we find it?
Customer Reference Number- MBP last 6 of CID
When working Savings checks, what dollar amount should we work first?
High dollar amount
What CHC tells us how to create a new case using CLIC?
CHC - Case Management - Accessing / Using Amex Checking
What are Blue Rewards and how do you attain them?
what must occur when filing a claim over $15,000?
Email bank_fraud_escalation@aexp.com and include the following:
Subject: Fraud Risk Management - Fraud Case Review - [Business Checking Account or Rewards Checking Account] - Account no: [xxxxxxxxx]
Body:
What must we verify with the customer when they are reporting FRAP?
Only their name
What kind of account restrictions will cause us to automatically reject a Savings check?
Restrictions that prohibit credits (deposits)
TVOL,T,TATO,TFRD,F,U
What CHCwill help Identify characteristics of a fraudulent check?
CHC - Characteristics of a Fraudulent Check - Amex Checking
Name 3 colleague networks
ANA
BEN
Virtual office
CHAI
DAN
HOLA
NEXT GEN
PEACE
Families at amex