FDWC
A call comes in on the non verified: authenticated line. The caller provides a name and phone number. Then the PSR proceeds with reviewing recent activity.
SI; The PSR should try to get the reference number and if not available move to secondary authentication (Last 6 of SSN and Phone #/ Zip Code)
Caller states they are calling about a card that their wife lost or misplaced. You locate the card by phone number and confirm the name on the card. You block the card, after verifying the FI and last 4 of the card without discussing card details with the caller.
Authenticated; this is considered a Good Samaritan Call. As long as there is no indication of a domestic dispute it is ok to block the card without discussing details about the card.
Non Authenticated Call: The caller provides their name and phone number. You request a reference number, receive a correct response, and then continue assisting.
Authenticated; This is everything needed for primary authentication.
The caller indicates their card doesn't work, so they want you to check if there is a block on it. You locate the card using the name and phone number they provided and it appears there is a block (non-fraud related) on the card. You let the caller know that you do show a block but you don't have access to it and to contact their FI for more details.
SI; A: We never finished authenticating the cardholder by asking for the last 6 of SSN
B: If we don't find a fraud case, we want to refer to FI, unless they want to block the card.
Verified Line Call: PSR verifies caller name and that they are speaking to the cardholder. Then reviews alerting transaction.
Authenticated; On the verified line, we just have to confirm we are speaking to the cardholder and their name to proceed.
A caller calls to block a card they found in the parking lot. So the PSR locates the card, goes over the last transaction and blocks the card.
SI, this should've been worked as a Good Samaritan call because it was someone other than the cardholder calling it in. Once details of the card are discussed like the last transaction it is an SI.
The PSR asks for the last 6 of the SSN and the caller provides the last 4. The PSR apologizes and tells the call she needs the last 6 digits of the social. Again they give 4, then realize you asked for six and recite the last 6. The PSR continues to talk about the case and card details.
SI, this falls under the two attempt rule. Even if they are rushing and not listening, once they miss the verification item twice we can no longer use it .
The caller identifies himself as the cardholder and gives his name as Jeff. When you locate the card records, all the cards under Jeff are closed, but there is one under Robert that's open. So you ask for the last four of the card and Jeff gives you the one under Rob. The PSR continues to block the card after verifying the last 6 of the SSN and discussing the last activity on the card.
SI, We want to make sure the name matches before discussing details of the card.
You initially speak with someone who gives you the phone number associated with the card, but later identifies themselves as not the cardholder. You pause the interaction and ask the caller if you can speak with the cardholder. The cardholder jumps on the line and states their name, but doesn't have the reference number. So you ask for the last 6 of SSN, which he gives correctly. Then you start to discuss detail of the card and the case.
SI; we should've asked for the Zip Code because the phone number came from someone other than the cardholder.
You hear someone in the background trying to help the caller. You pause the interaction and let the caller know you can only continue if responses come directly from them. The background person stops speaking. Then you receive the Zip Code (You skip the phone number because it was given by third party), Name, and Last 6 of the SSN from the CH. Then you review the last transaction on the card, before blocking it.
Authenticated; The PSR set the expectation that we needed the cardholder to answer the questions to authenticate, then asked for the zip code because the phone number was given by someone other than the cardholder.