Inbound
What is Evee Assist used for?
a virtual assistant tool that provides helpful resources during calls, in real time, based on conversation between customer and Specialist
Pre-approvals don't guarantee approval of submitted applications.
(True or False)
True
What is Risk Radar used for and how far back do the call logs go?
Provides you the capability to review a customer’s call history with Chase. This history goes back the last 90 days, or three months, and includes a summary of what was said on the call.
How do I perform: Proactive CPG Touch?
What date did multi-card release?
June 23rd
When reporting fraud with DW, what do we tell the customer?
“Due to the device being reported as fraud, device name / phone number ending in XXXX will be blocked from future usage on Chase cards”
What is the bank statement commonly used on fraud applications recently
American Express
An account being new, previously dormant or previously well maintained is an example of what form of credit abuse?
Bust OUT
How long do we place CW21 on ATO?
First Time ATO : 30 days
Repeat ATO : Permanent
What is the area code for the fraud numbers associated with fraud applications?
956
What CW/TW did we decommission?
TWL5
These are examples of what?
FRAPP
when submitting to Credit Abuse for susp of FRAPP what blocks do we use?
TW27 + CW34
What application should we check when a customer has Identity theft.
SLD
What day was World Elder Abuse Awareness Day
June 15th
Name 3 Countries that are listed in the VBV CW05 losses list.
- Uganda
- Saudi Arabia
- Denmark
What is a liability dispute?
Customer is aware of account but believes they shouldn't be listed as liable
Multiple credit line increase requests including temp or inflight payment is an example of what form of Credit Abuse?
Synthetic Identity
What is the Apple Pay ATO Fraud Trend?
A fraud trend has been identified where fraudsters are able to pass outbound call when OTP is unable to be sent or declined.
We are seeing new Apple Pay enrollment with in-app or card on file provisioning, followed by transactions with PP* (PayPal) or IN*.
What are the Red Flags for the Facebook Fraud Trend?
Name 3 VBV CW03 fraud merchants
- Memories Travel Company
- Blue Bird Group
- GT Uganda
What is secure email?
Secure email allows customers to respond faster, which speeds up card application process
If a card holder has no identifiable relationship found through LEX-NEX or internet search we call them what?
Pollinator
If redemption is done through online profile or customer service what loss type is that?
Treat as Account Takeover (ATO)
What is the scripting for customers calling in about declined Facebook transactions?
"Thank you for verifying these charges. To ensure a smooth transaction process, we recommend using an alternative payment method for these charges. This will help avoid any disruptions and ensure your transactions are processed without any issues."