L/S Fraud App
According to P&P, can an authorized user report fraud on the primary account holder's card?
No, only to their account
For how many days after closure can a cardmember request reinstatement of their account (if eligible)?
15 days
What are the three primary methods Barclays uses to contact a cardmember for PAV?
Text, Call and Email
If a cardmember is automatically declined for a credit line increase, how long will it take for them to receive a letter with the detailed reasons?
7-10 business days
Who can override an online gambling and cryptocurrency transactions? Team Captain or Team members?
No one. They are NOT to be overridden.
What can an agent do if a cardmember has lost their card in their home but may find it?
Place a Temporary Hold
For how long can a cardmember access their account online after it's closed and has a $0 balance?
6 months
What are the three possible outcomes an agent can select after discussing a transaction with a cardmember?
Verified, Fraud and Unsure
What type of credit inquiry (soft or hard) is performed for a credit line increase, and how does it affect the credit score?
A soft inquiry; it does not affect the credit score.
What does it mean if you see two transactions from the same merchant on the same day for the same amount, one with a reason of "APPROVE" and the next with a reason of "APPROVED"?
It was reversed by the merchant.
What is the maximum amount of time a cardmember must wait before reporting a card as "Non-Receipt"?
10 days
Mr Ashford, an authorized user, calls in to close his account because he no longer use his card. Can we accommodate his request?
Yes, use Additional User to remove Mr Ashton.
Name two common reasons that might trigger a PAV check on a cardmember's account.
(Any two from:) Outside regular spending area, High-risk merchant, Unusual amount, Multiple attempts, Online purchases, Temporary hold.
What are the three possible outcomes of a credit line increase request?
Approved, Partially Approved and Decline
How can you identify a transaction processed through the Square app on a statement?
It will begin with "SQ".
A cardmember wants to report a $200 charge from "MyTopSoft4U" as fraud. They say they don't recognize the merchant. After further questioning, they admit they might have signed up for a "free trial" online a month ago but didn't cancel. What would you do?
Transfer the call to Dispute
A cardmember asks what will happen to the 15,000 points they just earned in the current billing cycle if they close the account today. What do you tell them?
Miles will be forfeited
A customer does not recognize a transaction from "SOUTH MAIN FOOD MART." They are certain they did not make this purchase. What should you select, and what will happen next?
Select "Fraud." The system will then prompt you to start the Lost/Stolen workflow to shut down the current card and begin the fraud process.
A cardmember calls because they need cash for an emergency car repair. Their available cash limit is only $300, but they need $1,000. What should you suggest and do?
Increase the entire Credit Line.
A cardmember used Apple Pay at a contactless terminal, and the payment was declined. They confirm their device has battery and they selected the correct Barclays card in their wallet. In the Authorizations tab, you find no record of a decline for that amount or time. What is the most likely conclusion, and what should the cardmember try next?
Since there's no record, we did not decline it. I would advise the cardmember to try the transaction again to a different terminal or use the physical card as a alternative.
While processing a Lost/Stolen,you accidentally tag a legitimate transaction as fraudulent. After submitting the case, you realize your mistake. What can you do to correct this error?
Launch Change of Fraud workflow
You have determined that you can process an account closure without transferring to Retention. Midway through you reading the Mandatory Disclosure, the cardmember says, "I get it, thanks," and hangs up. What are your next two critical steps?
Proceed with account closure then send an account closure letter.
A cardmember cannot remember the online transaction. They need to check their records and speak with their spouse who is also on the account. They ask if their card will work in the meantime. What do you tell them, and what outcome do you select?
Inform them that the card will remain on hold and unavailable until the transaction is confirmed. Select "Unsure."
Mr. Evans is approved for a $2,000 increase instead of $5,000. However, he is furious and says, "This is an insult! Why did you only give me $2,000? I demand to know the reason!" How do you handle this?
Explain that we do not have the specific reasons, but a letter with detailed explanations will be mailed to him within 7-10 business days.
A cardmember is at a gas station and their card was declined at the pump. You find a declined authorization with Reason Code "0106" (Exceeds Max Spend Limit). The cardmember needs to get gas to get home. What should you do?
Go to Transactions WF then choose Reset Auth Counter.