Synergy/FLASH
What type of manual alert are you creating in FLASH, to report a scam/fraudulent Zelle?
DCD
How many complaints can you submit in CQC at one time?
Five
What are the FIRST two things we verify (in addition to clients name) when a Small Business account calls in?
Full Business Name & Signature Card
Define a scam. What makes it different from Fraud?
A scam is any action performed by an individual or entity to willfully deceive an individual or entity in an attempt to inflict monetary loss against the client(s).
Scam > Client Participated
Fraud > Client Unaware and DID NOT participate
What information is needed in order to enroll in Zelle?
Phone number or email & checking or savings account
You see an active ICM alert in FLASH. What are your next steps?
Transfer to number provided in Synergy Notes. (Income Credit Monitoring Dept.)
What's the definition of a Complaint?
Concern or grievance regarding a bank product, service or employee conduct
Client calls in about a fraudulent processing ACH transaction. What can you do/advise?
Place Stop Payment & Advise client calls back if transaction posts, to file fraud claim.
Why would a Zelle transfer's status read "Pending - Unverified"
The recipient has not registered to Zelle.
What system do we use to place a recourse?
What system can you access to view clients OLB? How do we get there?
On Behalf Of.
OLB Tab > Acct Services > OBO (On Behalf Of)
Client calls in and states it is unacceptable for them to have to wait for 45 minutes to speak to you. After apologizing they state they are upset that their card was declined for a valid transaction but you do not see a transaction attempted. After you educate the client that the bank did not receive the request, they demand a supervisor as they do not believe you and you transfer them. What complaint(s) do you capture?
Wait Time
There are Facebook transactions over the past several days that has an alert, and the client is verifying fraud. Each transaction in Flash has a matching one with the fraud score of 0. What is our next steps?
Tag transactions as fraud, verify address & disposition alert Confirmed Fraud - No Claim
Unlike consumer accounts (phone number/email) what is used to send funds via Zelle to/from Small Business Accounts?
Zelle Tags
Transfer to Detections - Zelle/Online Transfers/P2P
Client was scammed for $3,500. They sent $1,500 via Zelle and purchased $2,000 worth of Apple and Amazon Gift cards. What transactions would you include in Scam Tracker?
Both!
All funds paid by client must be included in Scam Tracker. We can only file Scam claims for Zelle transactions.
Client is trying to do a transaction through Amazon for $15. They are receiving a message that they need to contact us for additional verification. When reviewing Flash there is no Amazon transaction attempted so the bank did not receive the request. You go to access VCAS from Synergy, additional authentication tokens appear, and you send client OTAC. After preforming additional authentication, you confirm transaction was decline by VCAS. After informing client & placing bypass, they respond back asking "Why is all this verification necessary?" What complaint(s) are we filing?
Call - Authentication Process
Card Block Frustration - Fraud Related OR Card Block Frustration - No Bank Decline Found
Client calls in because their card is blocked, upon reviewing the account you notice 4 alerts open and not worked on in the account (DCMON, ATO, MWD,CCMON). What is your next step?
Transfer to ATO
What screen in BOSS is used to place a recourse?
FHSP
Why would a Zelle transfer's status read "Payment Expired" ?
The recipient did not enroll in Zelle within the 14 day period. Funds are returned to senders account.
How do you create a manual alert for a fraudulent Zelle transaction in FLASH?
Please state the process to the best of your ability.
Fill out Quick Search Tab
DCD > PID > Date *Click Search*
Locate Fraudulent Zelle > Create Manual Alert > Select Alert type (Cust Reported Fraud/Cust Confirmed Fraud)
SUBMIT
Client calls in on the weekend and is upset their claim was denied. What complaint(s) do you file?
Claim - Customer Does not Agree with Decision &
Dept Closed-Phone Number Not Accepted/Call Back Required
You file a fraud claim for an ACH transaction and there is no temporary credit offered. The client is dissatisfied stating they need to pay rent today. What do you do/advise next?
State the full process to the best of your ability.
Empathize with client and advise a request can be submitted on their behalf. Submit a complaint under Provisional Credit - New Hardship in CQC, using as much detail as possible. Copy Complaint ID and Claim ID and fill out MatterMost PopPad (including both complaint and claim ID in submission). Submit PopPad to Escalation Chat and advise client the claim will be decisioned OR credit will be issued within 1-3 business days,.
Client calls in stating they are unable to send money to their father for car payments because it exceeds their limit. They state have previously called and had their Zelle limit increased, and they demand you increase their sending limit temporarily for 24 hours. How do you proceed?
Acknowledge and advise sending limits are set by each participating financial institution and are not subject to negotiation by consumers, as they cannot be changed. Instead, consider providing other payment options (such as account-based transfers/wires).
Client received call from BofA impersonator stating their Zelle account was hacked and someone attempted to send $2k from their Zelle account.
In order to safe guard the funds, Bofa impersonator advised client send remaining funds to them. Client sent $5k from her checking account to impersonator Zelle account. She also provided impersonator with her OLB log in credentials.
3 days later she got paid, and her entire pay check ($8,276) was sent to impersonator via Zelle, and she was not aware of this transfer.
What claim(s) do you file, and what transaction(s) are included in Scam Tracker?
1 Scam Claim for $5k
1 Fraud Claim $8,276
Scam Tracker includes only $5k transfer.