Verification
What are the processes for 2nd level verification?
- XID (6 months+)
- Innovis/Accurint
- Account Level Questions (6 months+)
- Docs
If an AH has possible ATO concerns, but docs have been requested for 2nd level verification, do we place an account freeze?
Yes. A potential debit freeze will be placed until docs are received to ensure we can assist accordingly.
What disclosure is read when we hear a Third Party/the AH is talking to a Third Party during a phone call?
"This call may be monitored and/or recorded"
What is the limit we are able to provide for POS/Cash Withdrawals?
POS Debit Limit Increase - $15,000
Cash Withdrawal - $2,000
What type of Fraud is it when an unauthorized user(s) uses an AH's lost/stolen card or check?
Lost/Stolen
What are the next steps if an AH fails 1st level verification?
If a freeze is placed but an AH needs to make a transaction(s), can we remove the freeze for that transaction(s) to be completed?
Yes.
As long as there is a PN stating to remove the freeze for transaction(s), the freeze can be removed but needs to be replaced once transaction(s) has been completed.
True or False
Are we able to disclose information to a Third Party without the account holder on the line?
True
If the Third Party is listed in the PN as an authorized user to discuss information and they are verified, we are able to discuss the account
True or False
We are able to provide a Debit Limit Increase with a recent return?
True
As long as the funds are deemed valid then we are able to provide the requested Debit Limit Increase
What type of Fraud is it when a card number is keyed in by the suspect for mail, telephone, or electronic transmission purchases?
True or False
If an account holder fails XID, we need to move onto requesting documents for 2nd level verification?
False
We would move onto an Innovis/Accurint OTP or Account Level Questions
True or False
An account freeze is placed when we are unable to make contact with an AH to verify activity?
If an OBC was placed but we were either unable to make contact, leave a voicemail, or left a voicemail, a potential debit freeze will be placed for the AH to contact us to verify the activity in question.
What is the process when a Third Party calls in to notify the AH is deceased?
Transfer the Third Party to the Beneficiary Care Team for deceased handling
What are the talk offs we provide for POS/Cash Withdrawal Debit Limit Increases?
- Debit Limit Increase takes 5-10 minutes to fully process
- Debit Limit Increases last until 3 A.M EST and will default back to standard default limit
- If funds are being taken via ATM, standard ATM limits still apply and may need to utilize multiple ATM's
What type of Fraud is it when an AH states the account was not applied/opened by them?
Fraud Application (FA)
What are the next steps if an AH refuses authentication?
Do we still place a freeze when we are requesting docs for 2nd lvl verification?
No.
Freezes are only placed during docs request when they are not clear/legible and a request for a resubmission is made
What question do we ask an AH when a Third Party is inserted into the phone call?
Do we have permission to speak to the Third Party?
What are the default limits for POS Purchases and Cash Withdrawals?
POS Purchases - $5,000
Cash Withdrawal - $510
What type of Fraud is it when a verified individual(s) open accounts through legitimate application(s) without intent of repayment?
First Party Fraud (FPF)
What is the talk off for docs that have been submitted were deemed as Alt/Fict?
Advise the AH that the account is currently under review and there is no ETA when it will be available
True or False
A freeze is placed when we are needing to reissue an AH's account number(s) but there are pending transactions
True
A freeze is placed to prevent further transactions being made so we are able to reissue account number(s)
What do we advise a Third Party that calls in for an AH that is not authorized on the account?
Advise the Third Party that we are unable to assist without the AH on the line and we will need either the AH to call in themselves or have them present during the call.
What talk off is provided when we are unable to provide a Debit Limit Increase?
Advise the AH we are unable to complete the requested Debit Limit Increase but provide the standard limits that the AH can utilize
What type of Fraud is it when an authorized person(s) claiming to be the AH initiates a change(s) to the AH account via internet, phone, or mail?
Account Takeover (ATO)