Green Dot Overview and tools
This is a new manual investigation tool with simple automation that will be rolled out in a phased approach.
Mika Tool
How to identify a newly activated account for a single and multiple disputed transaction?
(Explain the answer)
If the first disputed transaction occurred within 30 days from the first funding date
How to check if the balance was exhausted after the last disputed transaction?
Go to PTS/TSYS and check the balance after the last authorization date of the disputed transaction?
What would be the next action for a confirmed CHIP PIN and CHIP Signature-based transaction?
Conduct final review checklist
This is a website application used to house and view customer account status, transfers, balance, and transaction activity for accounts under IPS Processor.
Portfolio Viewer or PTS
What is the first action that needs to be followed when investigation a dispute?
In Salesforce, assign the ticket to case owner and update the parent case status to WIP under Investigation Agent
Provide the steps on how to answer the question "Are there card present declined purchase attempts after the last disputed transaction’s authorization date?"
In Salesforce, Parent Case, scroll down to Related Cases section. Identify the date of the last disputed transaction.
In PTS or TSYS, go to Authorization History and review all authorizations after the last disputed transaction.
Identify if there are card present declined transactions after the last disputed
Provide the steps to follow in answering the question "Are there PIN declines?"
Review Transaction history on the card’s processor (PTS or TSYS)
Check all declined transactions and identify the declined reason of each transaction within the dispute timeline.
Give the three exact section of the customers account
Card Data Section
Customer information dashboard
Notes/take action/cases or CRM section
Case submitted through Quavo is eligible for IRC review. True or False
False
Provide the EXACT step by step procedure on how to answer the question "Did the customer transact with this exact merchant in the last 13 months?"
Pull Scully Report, Account Details by Card Reference, go to Transaction Details tab.
Filter Merchant Name column with the exact merchant name being disputed
Provide at least one storng denial to use when the CH reported the card as lost/stolen
Valid card present transaction in between or after the last disputed transaction using the same card that was not reported as part of the disputed
Swipe Reload in between and after
In what year did the founder of greendot officially launch Greendot?
1999
Provide the three fraud dispute reason.
No Auth (Card lost/stolen)
No Auth (Card in possession)
No Auth (Never received)
Disputed transaction is confirmed as Mag-Stripe Signature, CH reported the card as lost/stolen and the disputed transaction occurred outside 30 days from the first funding date. What process will you use to start the investigation?
Process 5: Lost/stolen
Disputed transaction is not confirmed as CHIP PIN or CHIP Signature, how will you proceed with the investigation?
Identify the transfer Source again
Who is the founder of Greendot Corporation?
Steve Stret
Give at least three criteria to qualify the IRC
Personalized Card
Account tenured at least 13 mos. or more
Total claim amount is less than $10.00
No Merchant Credit
No claim cancellation Request
Provide a sample computation to anwer the question "Are disputed transactions happening in different city/state on the same day as non-disputed transactions?"
Sample Computation:
Time Interval(PTS/TSYS): 04/11/2020 7:00 pm PST – 04/11/2020 8:00pm PST = 60minsx 2 = 120mins
Travel time from Bing: 240mins
Time interval multiplied by 2
Explain the investigation workflow of Process 3 and 4 from the initial investigation up until to the final review checklist.
Assign the case
Check attachments
Check dispute details
check for claim withdrawals and merchant credit
conduct final review checklist