RECOURSE
What's the reason code for a Recourse?
095
Client calls in and says they sent their rent to the wrong number:
Billing Dispute
How do you search for the client’s DCD alerts?
Using the Quick Search widget.
*it’s preferred to search for alerts using the client’s Party ID number.
Discovered in 1928, this groundbreaking substance revolutionized medicine by combatting bacterial infections.
Penicillin.
If you are unsure the complaint was auto captured, where could you confirm?
CQC tool's Complaint history
What length of time will the hold be placed?
180 DAYS
Client found an English Mastiff puppy for sale on the internet, and was instructed to use Zelle for adoption fee. However, client never received the puppy, and had not heard from the seller in days:
SCAM.
Prior to changing the disposition on an existing alert, what steps must we take?
hint* What two things do we need to click?
Assign to Me & LOCK.
Emily Elizabeth and this large colorful canine have many adventures in works by Norman Bridwell.
CLIFFORD THE BIG RED DOG!
What 3 questions are we answering when documenting a complaint?
What did the client say?
What did we find out?
What did we do/advise?
What two things do we need to put on the Receiver's account?
VICTIM OF OLB FRAUD 866.540.0763 & Claim #
Client received unexpected funds to their account:
Billing Dispute.
* Remember to always select YES for the second question for these claims to set it up for Billing Dispute
If a client calls in stating that they’ve had a fraud transaction debit their account, what steps should we take in FLASH?
hint* What do we do if there is an alert? What do we do if there's not?
Confirm if there is an open DCD alert in FLASH. If one is located but not confirmed as fraud, update alert. If one is not located, we need to create a manual alert
The name of this salsa means "Beak of the Rooster"
Pico de Gallo :)
T or F, It is always a complaint when the client tells your their account/card is blocked.
False.
It is only a complaint if the client expresses a grievance or dissatisfaction with the bank's process relating to the block, or a bank error.
What system do we use to place Recourse?
The client received a text alert from Bank of America® asking if he had attempted a $3,000 Zelle transaction. He replied “No” to the alert, which was then followed by a call from Bank of America. The caller advised the client that in order to protect his account, he would need to send the funds back to himself. He was then directed to download an app to provide them remote access.
To secure his funds, the caller directed the client to add his phone number as a recipient and Zelle the funds back to himself, which he did. After the interaction, the client realizes, after checking his account, the funds are gone.
SCAM.
The client did authorize these transactions, even though he was swindled.
If the client stated they were the victim of a scam, what disposition would be used?
Confirmed Scam.
Written by George Orwell, this dystopian novel explores themes of government surveillance and censorship.
1984.
Where do we find the Receiver's account number?
& Where do we find the claim number? (Bonus)
1. In the claim
2. Deposit Claims widget in FLASH
Client was contacted by a BOA representative who stated that a fraudulent charge was debited from her account. The client was advised, in order to expedite funds back to her account, they would need her to download an app to obtain remote access to her device.
After following instructions and providing remote access, the client becomes uneasy about the caller. She went into her bank account to verify activity and finds a Zelle transfer was debited from her account and was sent to a Sarah Greene. And now the client is now calling to file a claim.
Scam turned FRAUD.
The client gave remote access HOWEVER, they never authorized any transactions to be done.
After creating a fraud alert, what change step in the drop down menu should you select for disposition?
Customer REPORTED Fraud.
He was featured on the Sept. 22, 1947, cover of Time with the caption, “He and the boss took a chance.”
Jackie Robinson
If a client complains about needing their card sooner, is happy with the digital card option, but still expresses the need for their plastic card sooner and now you have to expedite the card.. Has this complaint been resolved?
No.
The client is fine using the digital, however, they still want the plastic card sooner, meaning that you need to select "No" for resolution.