AS&C

RETS

100

What does the client have to verify in order to receive case paperwork?

Email or Mailing Address

200

In order to dispute transactions in RETS what must we click on in the Claims Portal?

hST debit card number/hST credit card

300

What information must be left in CIF Comment after filing RETS case?

Case #

Account #

Dollar amount of claim

400

Before asking client questions when creating RETS claim, how do we determine if the transactions are MOTO or Card Present?

From FDR; go to CDA screen

500

How would you mail a cardholder statement of dispute after you create RETS claim?

Forms are automatically scheduled for mail delivery within 24 hours of case set up

CFC

100

Teammates must confirm what from the client prior to claim entry?

Email address/Phone number/CIF mailing address

200

When can we expedite a claim (provisional credit) for client?

Client is going through hardship/negative balance

300

When can teammates dispute Bill Payments?

If bill payment is confirmed fraud (client did not login and set up bill payment)

400

If clients are requesting immediate response related to a denied claim what should we do?

Cold transfer to Fraud Communications 866-802-4955 

(PRO 7415)

500

Is it permissible for joint owner Mr. Smith to file claim and sign any paperwork for unauthorized transactions for Mrs. Smith debit card?

Mr. Smith can file claim however Mrs. Smith will have to sign paperwork regarding claim

FDWC

100

Will FDWC cases remain on the system indefinitely?

No. The cases purge from the system in approximately 10 days.

200

True or False: FDWC will automatically reissue a hST debit card if fraud is confirmed?

False

300

When working FDWC you need to use your Operator ID, how do you locate your Operator ID?

In FDR, code OD

400

What must be done before removing Status A if branch teammate is calling on behalf of client who confirmed no fraud?

Complete In-Bank Caller authentication

500

After selecting Host Memo and Modify, what information must we type in the comment box?

Department

Transaction Date

Merchant name(s)

Confirmed fraud/Confirmed no fraud

Transaction amount

hST Cards

100

If client calls in and confirms fraud, what must you do after you block & reissue card?

Create RETS case

200

What ways can you block and reissue hST debit cards and credit cards?

You cannot reissue hST debit cards.

nCITE and FDWC for hST credit cards.

300

What FDR code will we utilize to confirm if hST CC order did go through / identify if CC is still blocked?

BS card# > pi1

400

What are the FDR codes to view transactions on hST cards?

BS card # , CIS , CDA

500

Warm - Suspected Fraud is seen on Truist Debit Card when the card is blocked for fraud, what codes do we see on hST CC and Truist CC when a similar block is placed?

hST CC - Status A

Truist CC - X/S Block and Falcon/562 Block

hBBT/Truist Cards

100

What are the steps to return client debit card to normal status after no fraud was confirmed?

CM 50 and opt 8

200

True or False: FIS Falcon will automatically block and reissue card if fraud was confirmed?

True 

300

In VISA Falcon, if client confirms no fraud what do we select in the Actions section after tagging transactions?

C9M No Block

400

What information do you enter in the comment section in FIS/Visa Falcon?

• Dept: ASC
• ID: Teammate ID
• Phone Number Client Called
• Transaction Details
• Date/Time of Transaction
  • Times are listed in Mountain Time (MST) which is 2 hours behind Eastern Time (EST)
  • Example 10:00am EST is 8:00am MST
  • Dollar amount
  • Merchant Information
• Whether the transactions were identified as fraud or not fraud

500

If the client needs the card to be expedited or sent to an alternative address, how will teammates manually reissue the credit card?

FIS ServiceView