SYSTEM/TOOLS
Which system gives information about Financial Institutions and the services we assist with?
ClientFacts
What 3 transactions do we review in a fraud case? Please state them in the exact order.
create score
high score
second highest score
How many auto-notations should we have when completing a service?
We should have 2 for every service we provide.
TRUE OR FALSE
We cannot probe the CH for name on the card including initial.
TRUE
When do we group transactions?
We group transactions when they have the same date, amount and merchant.
What can cause CFT (Clientfacts) to give an error?
If we have more than one page on CFT open
How long does it take for an Opt out to take effect?
24 hours
What do we do if a CH states they have one card, but we are seeing more than one Active card in their name?
Block all the active cards.
TRUE OR FALSE
We do not need the full card number to activate a card.
FALSE
What is the only option we should select for the Whisper tone?
Alert retrieval failure
What does "par3/non-vru" relate to?
It relates to if a department transferred a call to you.
What are all the transactions we do not review in the transaction journal? You must name ALL
We do not review zero-dollar transactions, reversed transactions and declined transactions.
What option do we select to block a card as Lost/Stolen?
Report Lost/Stolen
When transferring a CH, what information must be provided?
We should provide phone number and hours of operation.
How many marks do you lose when you fail authentication?
25 marks
When can we revert to Standard Auth?
We can revert if:
FI is OTP
The cell address, text address and email address fields must be empty
What do we do if the create score is zero?
First, check the base score for all the 0s and you would use the create date and time and match it with the closest transaction you find or the transaction with the exact time.
For a Core Debit client, after we block the card, provide replacement options and review additional transactions, what do we do next?
We DO NOT review additional transactions for CORE DEBIT Clients.
If a CH insists, they do not want to be charged when sending an OTP, what do we do?
After we tell them they may be charged and they still insist for us to not send it, tell them to reach out to their bank.
What is a MCC code used for?
It is used to determine what category the merchant would fall in but not exactly what goods/services they provide.
What information can be used to find a CH information in Client360?
Name ALL options
Case number
Full card number
Logo and telephone number
Logo and name
Which Fraud Cases don't we work?
Name all
Closed- confirm fraud
Closed- no fraud if the card is active.
Active- FI investigating
Say the Lost/Stolen Specific Spiel
"Thank you for choosing the Lost and Stolen Card Service Center for [FI’s Name]. My name is [Agent’s Name]. Can you tell me if your card was LOST? Or has it been STOLEN?"
We ask this question after activating a card
"Is this card a New Card or a Replaced Card?"
How do we proceed if a CH confirms fraud but stated they have done business with the merchant before?
State ALL cases
For known merchants that they have done business with but did not authorize recurring charges, we would still tag it as no fraud then refer them to reach out to the merchant to see if the subscription can be cancelled but if the transaction was approved, we can advise them that we can transfer them to dispute team to start a dispute.