Forms
When RETS is down/offline, what is the name of the form we should use to submit a clients claim?
RETS Offline Dispute Form
Since ClientCentral has a delay with showing correct Credit Card status, how can we verify if a hST credit card is blocked? Truist credit card is blocked?
hST - pi1 in FDR
Truist - ServiceView
True or False - A hST mastercard debit card can be unblocked
False - hST can only be blocked/closed out
Any time we are speaking with a client about a claim we should be leaving...
notes, notes, and more notes!
RETS cases - Add notes through RETS
CSI cases - Add notes through CSI
CFC cases - Add CIF comment
If a client is requesting OD fees be refunded as a courtesy for transactions they authorized, how should we proceed?
Refer client to Consumer Care
What is the name of the form we should submit when a client is requesting their CFC claim to be expedited, closed, more details on the claim, remove transactions, reopen after being denied...?
LP Quick Response Form
Once client confirms fraud it is mandatory that we block and reissue their card. How do we block and reissue a hST mastercard debit? Can client just activate the new Truist card we issued prior to the merger?
Recurring transactions could transfer over to the Truist card so we should:
1.) Block the hST debit card
2.) KM49ing the Truist card
3.) Reissuing a new Truist card
If client can not HRA, fails PhoneFinder or can not confirm CVV, what options do they have to have their case marked as not fraud/unblock their card?
Branch, branch, branch
Leave CIF comment on why they're being referred to branch so that branch TM can further assist
If client is requesting additional information on their CFC claim, aside than submitting LP quick response form what additional options do clients have?
Client can speak with CFC at 866-802-4955, option 9
True - will dispute through CFC
CFC will let you select the Return Deposit
If not returned yet, will need to manually key in the deposit.
What is the name of the form we should submit when a client is requesting their RETS claim to be expedited, more details on the case, reopen after being denied...?
Dispute Escalation Form
What actions can we take if a Truist debit card is Normal, no cases in Visa Falcon or OBI, but transactions are declining for Suspected Fraud?
CM41/Zap card
Check ARCOT
Recommend to try a different form of payment
Refer client may need to order new debit card
If a branch TM calls in requesting case to be closed/marked as not fraud and for us to unblock a card how do we proceed?
Authenticate branch TM by obtaining the Truist ID and skyping them:
“Please respond to this message to verify you are calling the Account Security & Claims.”
Notate all cases/account with Truist ID of branch TM and what they called in requesting
What is the 2wc scripting/procedure?
Only accept FULL card#/acc# that recording gives
If invalid/recording only provides partial authenticate from scratch
“Thank you for responding to the alert. My name is __. May I have your card number/name?”
If client had unauthorized ACHs attempt to post and it caused RI fees due to insufficient funds, how should we proceed?
Fee only claim
**link located in the Centralized Fraud Claims PD**
What is the contingency we should use when CFC is unavailable/down since there is no Offline Form available yet for CFC?
Email CFC and include:
Refer the client to contact a Fraud Claims Teammate in the Centralized Fraud Claims team at 866-802-4955 for a status on their claim and claim#
What actions can we take if clients Truist Credit Card is blocked & declining but there are no open cases in FIS Falcon?
Review memos for any blocks (XS, ZJ, ZQ)
**can only unblock XS and ZJ**
Review authorizations (transactions) to confirm if fraud or no fraud
If no fraud - HRA and reopen card if client passed
If fraud - block and reissued
If transactions are still declining after block removed check ARCOT as well
What 2 options below should we only be selecting in Visa Falcon (Truist Debit cards)?
FIS Falcon (Truist Credit cards)?
C9M no block, No block, Remove block, Fraud block
Visa Falcon:
C9M no block
Fraud block
FIS Falcon:
Remove block
Fraud block
List out the different ways we can view notes/detail on RETS cases? CSI cases?
RETS:
FDR > bs card# > CIS
RETS notes
RETS letters
CSI:
CSI > case search
CIF comments
List out the correct call flow we should be following when client calls in about fraud alerts
Review fraud case FIRST for open cases - FDWC, FIS falcon, Visa Falcon
Review these transactions with client to verify if fraud or not fraud and go over the account/transaction to see if they went through
If fraud - Work fraud case and complete it out
Block and reissue card
If not fraud - HRA and work fraud case and complete it out
Unblock card
Initiate claim if possible
If you are having system issues what procedure should you follow and what form should you submit?
Call WFM and leave a voicemail after 1min, they will code you for 10 mins and contact Tuesday (skype, in person, or text)
Take a screenshot of your system error, save it, and restart
Email Tuesday the system error form along with your screenshot
If restarting does not fix the issue contact Helpdesk for them to resolve. Obtain the INC # from Helpdesk and submit exception form to code you past the 10mins that WFM coded you for.
**System Issue exception forms will not get approved without an INC#**
pi1 in FDR will show why card was blocked/if card is in good standing. List out the block codes and what they mean.
A - Suspected Fraud
C - Closed
U - Stolen
L - Lost
blank - good standing
What ServiceView block should we NEVER remove from an account, even if client can HRA?
Contact Center Teammates should NEVER remove a Z/Q Block status from an account
Review MAN 1349 #5 on how these blocks are removed/what caller should do.
If we accidentally created a RETS case what should we be doing to this case prior to moving forward?
Edit > change Case Queue to "Closed" > change Case Status to "Case Created in Error"
How should we proceed when we get a call from a branch TM requesting we reopen an account that is Closed to All Debits/Closed to All Posting?
Advise them to
Use Acadia PRO 6514 - Closed to Post in Client Central
Contact Branch Info if unsure of how to proceed (877-752-5544)
Contact their HUB if further verification needed to be done by client prior to account being reopened