Authentication
If a client has their full SSN/Tax ID, what other information would you need to fully authenticate them?
The last 4 digits of their card or account number.
For BlueZone, the 'b' side is for __________, and the 't' side is for _______
Truist Debit Cards, Suntrust Credit Cards.
If a transaction is still pending on the checking account, can we file a dispute?
No, the client will need to wait until it posts.
What system do we use to file disputes on debit cards?
CFC (Centralized Fraud Claims)
Where do we pull up the form to file a complaint for the client?
Client Central.
If a client does not have one piece of information required to authenticate, what can you do?
Ask challenge questions.
What BlueZone command do we use to turn a debit card from 'Warm'/'Warm Suspicious' to 'Normal'?
CM50.
If a client does not want to file a dispute, should a dispute be filed regardless?
No.
What system do we use to disposition transactions for Truist debit cards?
Visa Online / OBI
True or False: Complaint forms do NOT need to be filed if transferring the client to CFS.
True.
If you've asked two challenge questions and a client has gotten one wrong, can you proceed?
Yes. You can ask a third challenge question.
What command should we always use in BlueZone before blocking and reissuing the card?
KM49 / Opting out the client from any recurring transactions.
When filing a dispute on a counterfeit check, what should we also be doing?
Freezing the account.
What system should we use to block and reissue debit cards?
BlueZone.
True or False: Complaint forms can be filed at any time?
False. They have to be filed while the client is on the line (preferably) or immediately after the call has taken place.
What two documents do you need to check in Client Central to ensure that a client is authorized to a business account?
Business Resolution and Signature Card.
What BlueZone commands do we use to view transactions on a debit card?
CM13, CM12, and CM11.
When filing a dispute on a fraudulent ACH, do we also need to freeze the account?
No. It is optional and can be requested by the client.
How do we get to Claims Portal through Client Central?
By going through the link in the transactions tab underneath the checking account, or under the View/Add tab on the Personal/Business information screen.
If a teammate is calling on behalf of a client, and mentions client complaint indicators, should YOU file a complaint form?
Yes.
If a client is only on the Signature Card for the account, but not the Business Resolution, can we still assist?
Yes. You can assist the client with certain maintenance requests. (PRO-8176)
What BlueZone command do we use to expedite a debit card?
CM22.
If a client wants to dispute just a fee attached to a fraudulent transaction, what should we do?
File a fee-only claim.
What systems do we use to maintenance FD Credit Cards? There's two.
nCITE/FDR, FDWC
A client provides complaint indicators, but states that they do not want you to file a complaint form. Should a complaint be filed?
Yes.