Authentication
High risk authentication is used when...
-Suspicious Caller
-Fraud Activity
-EMM CALLS
PENDED WIRE
NO DISPO ( BAU, DUAL AUTHENTICATE, COMMENT, Transfer to HIGH RISK QUEUE)
MAIN System to verify PHONE NUMBERS
LEXIS NEXIS
When to COLD TRANSFER
if hold / wait times surpass two minute time frame Exceptions ( escalations, high risk queue and csg )
Which department change username/password when status in admin is on FRAUD
COTS
Mention at least 3 methods prompted by CAT
-HRV
-IN-APP
-OTP
-MINI IVR
- AIDED QUESTION
-OUTBOUND CALL
AUTO DECLINE
DUAL and/or SINGLE
ASK QUESTIONS
CONFIRM VALID and/or FRAUD
EMM PRODUCTS
-ACH
-RTP
-BILLPAY
-PAYROLL
-WIRES
-QUICKPAY
Before asking scam questions... what do we tell the cm
SCAM DISCLOSURE
“Scammers are calling clients and posing as Chase Bank or other companies and may ask you to send funds to yourself or others. Chase Bank will never ask or direct you to send money to anyone, including yourself, as a result of detecting fraud on your account. If you are making this transaction as a result of a phone call from Chase Bank or another company directing you to do so, we believe your account is at risk for fraud.”
When fraud is confirmed what do you invalidate
Invalidate TKNS
How can we determine if a debit card can be use for MINI IVR...
-Open and active ATM/ debit card
-Card can’t be reissued within last 30 days
-Recent transactions
Can we approve a ACH in the amount of 230,000.00
YES, All other EMM products: $750,000
IF NO ALERT ON LAD, Where can we look what cause the OLP to suspicious? Explain
ADMIN TOOL // VIEW HISTORY // USER ID STATUS
In the event of NO ALERT... what do we do?
You will create an alert in LAD at that point explaining the situation
Which option on CAT we use for LOW RISK authentication
Account Inquires/Existing Claim Inquiries
If the debit card was issue over 30 days BUT has no transaction in over 90 days, can I use it for MINI IVR?
YES ( if cm Knows PIN )
NO DISPOSITION DEFAULTED
Single or/ Dual
NO DISPO/ JUST ADD NOTES
Unless they cancel transaction per cm request
When performing SINGLE HIGH RISK on CAT, Which Option do we choose?
- EMM transaction verification
WHAT IS THE WIRE LIMIT APPROVAL
$50,000
FHL EMM PHONE NUMBER
(877) 691-8086
Expert authentication questions examples ( at least 2 )
- ID number (Passport / driver's license number on signature card)
- Location where ACCT was Open ( City, State and Branch Location)
-Current or previous employer
- co-signer's date of birth
FRAUD JUDGMENT
DUAL AUTHENTICATION
SCAM QUESTIONS
CONFIRM VALID / FRAUD
Which system do we use to confirm if a cm is a HIGH RISK or Deny Service
RISK RADAR
where do we get aided question when CAT doesn't prompt it
Ivault, EIV and/or
If Connect us is down, what is the next process?
Send email with Connect Us as Subject and nothing in body