TCS
True or False: Teammates may dispute pending transactions in TCS
True
True or False. A claim for a pending item can be created in Centralized Fraud Claims (CFC)
False
When a second review is warranted for a denied claim, what steps should you take?
Submit the LPQR form to request follow up from EFM
What are the POS Entry Code(s) to consider a transaction as Fraudulent use of account number if card is in the cardholder's possession?
Point of Sale 01,10,81 (PRO-7815 #14)
When asking the client to provide the types of additional open accounts they have with Truist, the client should provide all open and active accounts. Active accounts are accounts with transactions within the last _______.
12 months
True or False: When blocking a card under 'Card Controls' all cards under the client profile will be blocked.
False
If the client is eligible for Client Repair but the department is closed, what should you do?
Give the client the phone number to call when they open and hours of operation, refer to branch (PRO-8596 #6)
You're reviewing the status of a claim for a check card signature or PIN claim type, and the status is New or Pending. What should you advise the client?
The claim will have a decision process by the 10th business day. (PRO-8395 step 7)
What are the POS Entry Code(s) to consider a transaction as Stolen if card is not in the cardholder's possession?
None, we would select stolen (PRO-7815 #14)
True or False: Teammates may use any of the challenge questions listed in PRO-8178 as long as the answers can be confirmed using the caller's profile in a Truist system of record, such as Client Central. The challenge question does not have to be related to the client question or call type.
True (PRO-8178 #1)
True or False: If the "Original Account" number and the "Posted Account" number match, it means that the card has been blocked and reissued.
False (PRO-7815 #6)
True or False: If there is ACH fraud on the account, the client would be REQUIRED to block the checking account.
False (MAN-2757 #1 and #13)
When assisting a client with a CFO Deposit Hold Release request, it is acceptable to explain the requirements for the hold to be released.
No
True or False: If a credit card fraud dispute got denied, and the client is requesting to re-investigate, we can file another dispute for the same transaction as a courtesy for the client.
False
A client calls in to check their account balance. As per checking the relationship, you see the caller is the Primary. The account class is Non-Minor Custodian/Guardian/Conservator. Can you assist the caller?
No (PRO-9122 #5)
Which of the following credit cards CW statuses indicates that the card is not blocked and is ready to use?
CW C/H Verified (PRO-7930 #6)
What 2 pieces of client contact information MUST be confirmed prior to claim entry?
Mailing address, and email address (MAN-2757 #3)
Client received a denial due to pattern. Client stated that they did not want to dispute all previous transactions with the merchant because they have conducted business with the merchant in the past. However, this one transaction was unauthorized. Is a second review warranted?
Yes (PRO-8389 #17)
When claim has already been started (C-# generated) and you receive an error during the interaction, interaction expires, or the window is closed in error what will be your next steps?
Do not open a new claim, refresh your Work List in TCS locate the Open interaction, review the Summary tab in TCS to locate the claim number or Open interaction and complete the task (PRO-7815 #15)
In the below example, the High-Risk Indicator shows pass, but name match is a failure. Can we proceed with HRA?
EXAMPLE:
Actual: Ronald Jay White
HRA Return: Ronny White
We can proceed with HRA since the name is a close match (PRO-8683 #11)
True or False: It is required to complete the Purchase Notification screen if the transaction is non-fraud.
True (PRO-7816 #14)
Mr. Smith and Mrs. Smith are joint owners on a checking account. Unauthorized transactions posted to their account from Mrs. Smith's debit card. Mr. Smith contacts Truist to request the transactions to be disputed and card blocked. Mrs. Smith is traveling on business and does not have the ability to contact Truist. Are we able to block card and file a claim?
It is permissible to block the debit card (No reissue) and take the claim from Mr. Smith; however, Mrs. Smith should sign any paperwork required by the claim as it was her card that was compromised. (MAN-2757 #2)
Client called in stating they have not received their check from an account close out after CFO case. After reviewing the case, the check was sent 15 business days prior. The account is currently in a permanently closed status and client is unable to step into a branch. You were able to confirm that the address is correct. What would be the next steps?
Confirm email address and phone number, submit LPQR form, add CFO Pega notes. (PRO-8920 #9)
Client called and stated that he has multiple transactions to dispute. Two of the transactions are fraud, and one of the transactions he stated did not receive the product he ordered. Would we need to open 1 claim or 2 claims?
2 claims (PRO-7817 #10)
True or False: If the High-Risk indicator and name match is a failure, it is acceptable to ask the client if they may have another number that is associated with them.
False (PRO-8683 #10)