Client must provide 2 of one and 1 of the other
A and B verifiers
Client's account is locked due to failed authentication
In person branch verification required
Client's personal information has been compromised at and outside of Schwab
Incident report
Client shows signs of severe vulnerability mentally/physically and is over the age of 60
SVI report
Yellow triangle error page pops up loading OOW
Automatic fail
The following 3 tabs must be reviewed in detail to understand how and why the account is locked
1. Notes
2. Cashiering
3. Change history
"I received an email from Schwab. It has your logo and a representative that i should respond to for a service check on my account." What type of fraud am I?
Spoofing
3 main ways to protect a client's Schwab account
1. Verbal password
2. Voice ID
3. Two-factor authentication/security token
You accidentally give online access to a non-authorized party
Submit a DIRT report
OOW script
I am going to ask you a series of multiple choice questions. The questions are based on public records and an independent vendor. The quiz is timed. So, if you do not understand a question please let me know and I will repeat it as quickly and clearly as possible. If you pass the quiz, we will be able to process your request. However, if you fail the quiz, it times out, or I'm unable to generate the quiz, we will require other means of verification before we can transact business. Do you agree with that and would you like me to proceed with the quiz?
***IMPORTANT*** Placed OA lock on client's account due to failed KBQ's. Please authenticate the caller with OOW before removing OA lock.
Incorrect procedure. Client must go to a branch in person for verification. (Rep error)
Client says they visited a suspicious site and received suspicious text related to Schwab or TD but no fraud has occurred on their account
Notify the security team triage by emailing phishing@schwab.com.
You visit a suspicious website or receive a suspicious text on a company device
Report it to the Security Operation Center (SOC) at SOC@schwab.com
SMS verification eligibility
Phone number is valid and has not been changed within the last 30 days
Client must run a virus scan on their device but does not have a computer and only ever logs in on their mobile device
Procedure for FDS locks associated with new accounts
Client sets up a verbal password on her account and asks who she should share it with
Client with branch code C3 calls in with an OA lock on the account and is requesting online access
Call Denver Premier Team 877-681-2200 or email CSS_PremierDenverTeam@schwab.com for confidential C3 accounts
Trading fraud on client's account
***Do not place cover trades. Any market action taken to flatten risk due to trading fraud will be done in Trading Operations.