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100

TRUE OR FALSE?

Grecia calls because they saw an ad on Facebook for Bad Bunny concert tickets. The seller seemed legitimate and even sent screenshots of the tickets.

  • Sent $1,200 through Zelle.
  • Received messages from the seller throughout the transaction.
  • Was told the tickets would be transferred after payment.
  • After sending the money, the seller stopped responding and blocked them.

Hind (agent) will submit a scam tracker.

FALSE 

Scams, Fraud and Billing Disputes Job Aid >  Call Handling by Transaction Type

Digital Fraud Agents Only (Billing Disputes DO NOT keep the call) 

Non-Fraud Agents
"Mr./Mrs. client, we value the time you have taken to let us know about this. We take scams very seriously and we have a team who can assist by getting some information from you about this scam."

Transfer to Zelle - Non fraud 

They will file the scam tracker!

100

TRUE OR FALSE?

Gianni calls to dispute a transaction she made with Amazon with her debit card. She had ordered a dress for her daughter and cancelled the order. 

Agent did not find any processing/posted transaction. Agent would need to do a manual claim. 

Service and Disputes and Fraud agents:  Tell the client the transaction did not present and end the call.

200

Imari and her boyfriend call in to file a dispute on a withdrawal that they don't recognize.

Transaction Details:

Processing       Chase ATM Withdrawal     - $500       

*CALL READING DISCLOSURE*

ATM withdrawal:

  • Service and Disputes and Fraud agents: Initiate a Fraud Claim.
200

Mena calls in and says “I needed to pay my car's plates at the DMV and instead of waiting hours in there I made the payment online last month. I talked to them today and they did not receive my payment. They said that website is not theirs. I’m calling to report the fraud so I can get my money back” 

Scams, Fraud and Billing Disputes Job Aid

“Mr./Mrs. client, thank you for bringing this to my attention. Since the purchase was made by you, and not by someone pretending to be you or someone that stole your account information, the purchase is considered legitimate. Were you promised a service or merchandise for this transaction?”

*Consider filing a billing dispute if merchandise or services were directly charged on the debit or credit card and not received or not as described.*

200

TRUE OR FALSE?

Client's are eligible to file fraud claims ONLY in the OLB.

FALSE

View, File or Withdraw a Billing Dispute or Fraud Claim on a Debit Card Transaction in Online or Mobile Banking - Self Service 

> You need to know

  • Fraud claims cannot be filed in Online Banking (OLB).
  • If the client has a fraud claim, offer to initiate the claim for them.
300

TRUE OR FALSE?

Grecia calls because they saw an ad on Facebook for Bad Bunny concert tickets. The seller seemed legitimate and even sent screenshots of the tickets.

  • Sent $1,200 through Zelle.
  • Received messages from the seller throughout the transaction.
  • Was told the tickets would be transferred after payment.
  • After sending the money, the seller stopped responding and blocked them.

Hind (agent) will submit a scam tracker.

FALSE 

Scams, Fraud and Billing Disputes Job Aid >  Call Handling by Transaction Type

Digital Fraud Agents Only (Billing Disputes DO NOT keep the call) 

Non-Fraud Agents
"Mr./Mrs. client, we value the time you have taken to let us know about this. We take scams very seriously and we have a team who can assist by getting some information from you about this scam."

Transfer to Zelle - Non fraud 

They will file the scam tracker and initiate the dispute!

300

"Hey, Yanna I am on my mobile app reviewing transactions and I see a $700 check processing that neither my husband or I recognize, I need you to cancel it now... I am so scared" 

Transfer > Check fraud: Provide the direct dial number, hours of operation and transfer the client (use guided assistance to transfer).

"I absolutely understand your concern with that transaction neither of you recognize, let me engage my colleague that will immediately help protect your account!" 

300

Hey Dani, I see a charge from Netflix but I did not authorize it, they charged me June, May, April... but I don't have an account with them. I hadn't paid attention to my account." 

Service and Disputes and Fraud agents: Initiate a Fraud claim on all pending or posted fraudulent transactions. 

400

Client paid his BofA credit card's full balance on accident and wants to cancel the payment.


Identify Deposit Account Disputes
Online/Mobile Transactions > Payment Transfer

  • Posted: Provide the direct dial number and the hours of operation then transfer the client to the applicable team for the payment.

  • Processing:
    •  Tell the client the claim cannot be initiated until the charge posts to the account.
    • Provide the direct dial number and the hours of operation to the applicable team for the payment.
400

"Hello Carmela, I am calling because I need you to dispute the $500 and $100 transactions I made using Zelle. I was supposed to receive a Yorkie and they keep asking for more money so I just want my money back" 

Transfer > Zelle Non-Fraud: Provide the direct dial number, hours of operation and transfer the client to Digital Banking (Online and Mobile) Disputes.

Non-Fraud Agents
"Mr./Mrs. client, we value the time you have taken to let us know about this. We take scams very seriously and we have a team who can assist by getting some information from you about this scam."

400

TRUE OR FALSE?

We file a dispute on a processing non Bank of America ATM deposit made for the wrong amount?

FALSE 

 Tell the client:

  • The claim cannot be initiated until the charge posts to the account.
  • You can file a claim online or contact us once the charge posts to the account.
  • Refer Self Service to assist client in filing claim, after the charge posts to the account.
  • Refer the client to the financial institution/operator for the ATM machine.


400

TRUE OR FALSE?

You are able to file Business ACH Claims in Bolt.

False 

Identify Deposit Account Disputes > ACH > Assist Small Business with Automated Clearing House (ACH) Claims

Offer D1st 

  • Verify email address.
  • Send the ACH Corporate Return email

Decline 

500

TRUE OR FALSE?

Verena calls in and says she made a deposit of $500 at the ATM and it didn't post. She deposited a check for $300 and $200 in cash. 

We would have to submit 2 disputes for the missing deposits. 

FALSE

Identify Deposit Account Disputes > ATM Deposits > Manual Claim > In the response we would select both (checks & cash)