CL/TWI
From the Message Action: drop down select Resend Message. Select Resend with New Key if the customer entered an incorrect phone number or email on their virtual gift card order.
Virtual Gift Cards
What should you do if the EnFact® case has fewer than three different transactions?
Review all available transactions with the cardholder.
True or False: We can dispute a pending nonfraud transaction.
False
AUTHENTICATION: When a Cardholder (CH) requests to make a payment and we have already asked for the name exactly as printed on the card, it is important to proceed with the appropriate authentication process.
To determine the correct type of authentication, we must ask this key question, which is _________________________
How much are you going to pay?
On what year does Fiserv being established?
1984
This option in the Message Action drop-down is used to send the gift card again.
Resend Message
Should you ever provide the case number to the cardholder?
No!
How would you dispute a nonfraud charge of a Fraudwatch+ client type?
Connect to FI
30 Days: Written Confirmation
___________ Days: Typical dispute process takes to complete.
60 to 90 days
What FinTech innovation was introduced in the 1950s?
Credit Cards
True or False: You can resend a virtual gift card without updating the customer’s contact info.
False
During the authentication process in Client360, if the IVR has identified and validated the caller but the Cannot Authenticate window appears due to multiple failed attempts in the past seven days, what should you do?
Cannot Authenticate and Refer to FI
True/False: If the name on the record is a name plus a business name. We can talk to anyone that is able to authenticate the details needed.
False - We need to speak to person on the record and should verfy both names.
ARCHIVED CASE: Which of the following statement is incorrect?
A. If the cardholder initially states that they have already contacted the FI regarding the archived case, and it has been more than 16 business days, we can proceed to assist the cardholder ourselves.
B. In any scenario where the call is connected to the FI and they push back, regardless of the case age, we should go ahead and assist the cardholder with the archived case.
C. If the cardholder initially states that they have already contacted the FI regarding the archived case, and it has been more than 16 business days, we can immediately block the card.
C
Which type of bank primarily serves members of a specific group or community?
Credit Unions
This type of charge may appear temporarily on your credit card statement even though no funds were transferred.
Pending Charge
If the case is archived and less than 15 days old, what should you ask the cardholder?
Ask if the cardholder is aware of the case and confirms there is no fraud.
If you have to send another OTP as CH did not get the first one, should you ask permission to send another? Yes or NO
YES!
DISPUTE: When reviewing unauthorized approved $0.00 pre-auth transactions, how do we treat cases like this?
A. Review the transaction then file a dispute since the transaction was approved and unauthorized.
B. Escalate the call to the dispute team for proper handling.
C. Review the transaction then set proper expectations that there's no need to dispute the charge since there's no financial impact.
D. Connect the call to FI to avoid long AHT.
C. Review the transaction then set proper expectations that there's no need to dispute the charge since there's no financial impact.
What technology replaces credit card numbers with randomly generated tokens?
Tokenezation
This happens during checkout when a payment request is made but not finalized.
Temporary authorization / Pre-Authorization
What should you do if the case status is Active-FI Investigating?
Inform the cardholder that their card is restricted due to a fraud case and advise them to contact their nearest [FI Name] branch during regular business hours.
In what order should you review an enfact case?
(Create score > High Score > Suspicious/Internation/Repetitive > Next highest score (Only if the last 3 is not availabel)
Today, October 2, 2025, a Cardholder (CH) from Cortrust contacted us requesting to make a payment. The account’s due date is October 10, 2025, and there is a fee of $5.00 associated with processing the payment. What can we offer to process the payment without fee?
Offer to schedule/process the payment selecting Post Dated. Since fees for one-time payments would be waived for post-dated payments especially for Cortrust Bank.
What is the Fiserv Aspiration/Mission?
“To move money and information in a way that moves the world”