Break, Broke, Broken
How many break minutes do you get in a six hour shift?
15 minutes
Do you need to have your name in the FIS email?
Yes at the bottom of the email!
This procedure is used in some form on every call before information is given to the caller (Full name)
BFU Deposits Authentication and Verification Procedure
What do you do if applicant fails 1st lvl verification on the app?
Decline app and have them reapply with accurate information
What tool do you use to see RT_Fraud
CST
True or false: You can take a break at the end of your shift and just leave early?
False; you cannot take your break during the 1st hour or last hour of your shift
When do you send an FIS email for FPF?
Whenever we close for FPF and there is an active CST profile.
This document lists all types of documents that can be used for 2nd lvl authentication (Full name)
Acceptable Required Documentation Deposits/BFU/Retail Branch Base Document
When someone reports a fraud app, we send this statement to them to fill out and return within 21 days
Written Statement of Identity Theft
Where do you need to go to find the Payer ID?
CST
How often do you need to check back with the AH on hold?
Every 3 mins :)
When do you send FIS email for FA?
Whenever we are closing for FA and there is an active profile in CST
This procedure will guide you through application review (Full name)
BFU Deposits Inbound Application Review Procedure
This team takes calls from FO and Acquistions For Applications
Pre Post Booking
How do you search an acct in Payments One?
1. Click the magnifying glass top right corner
2. Search Acct number/DC/CIF
When do you need to use the call monitored disclosure on your call?
Anytime you hear another person in the background or if a NEW person comes on the line
What are the requirements to remove a Zelle block?
1. Customer completed second level authentication
2. Customer has good standing relationship with Discover for a year or more
3. Zero or only one of Zelle dispute/scam reported, no other red flags
4. As long as block was not imposed by Discover
This procedure lets you know how much information you can release for each verification level (Full name)
Confirming & Providing Account Information Deposits/BFU/Retail Branch Procedure
How do you pull up a JO app?
Search in Atlas to find CIF, then search CIF in Almanac.
In this fraud type, the caller has gained access to the victim's accounts
Account Take Over
For LexisNexis Fraud + LexisNexis ID/ Fraud Low/High + Cip Verification, if Skip Trace does not verify Address/DOB, Name and SSN, the next step is to:
Request documents via the Initial Email button in Almanac
How do you whitelist an AH?
In the IBM safer payments case click the declined transactions, and then click add risk list entry. Then in drop down select consumer SSN whitelist. Then enter the following:
This procedure provides instruction for BFU to validate internal transfers and external deposits.
BFU Deposits Cleared Balance Rules Procedure
What is the first step in handling a Fraud Medium Referral?
Advise applicant of eCBSV Application Fallout talk-off: "We were unable to verify your name, address, DOB and/or SSN on your application. You may either re-apply with the correct information or download and submit a SSA-89 form to us. If you re-apply, please validate the accuracy of the identifying information that you enter since minor typing errors for information (e.g., transposing numbers) can impact our ability to verify your information.”
True or False? When working on an Application with both Fraud Low/High and CIP Verification, after clearing the Fraud Low/High fallout, the next step is to transfer to Acquisitions to complete the CIP Verification fallout.
False