Fraud Block
Who can remove a Fraud Block on an account
Account Holder only (not an Authorized User)
What type of fraud would a Sim Swap be considered?
ATO (account take over)
Who on the account can call to release an OV Order?
Account Holder and Authorized user
What is the first step in the resecure process after the customer has completed the KBA?
Complete CIMT steps
AH states they placed an order and received 3 IPHONE 17 PRO MAXs. Admits they were sent to their online sweetheart. Now calling to claim victim of a scam.
Liable
(Romance Scam)
What should you do with a Multiple non-pay block?
(NN Multi Nonpay)
Transfer to a CVT Investigator
What can be added to prevent future Sim Swaps or Unauthorized Ports?
Account Fraud Protection
What are the 2 types of reviews that need to be completed for an order to complete the validation process?
Fraud Review
Credit Review
Would you request an account lock for an ATO resecure without the customer?
NO
AH calls in due to Husband placed an order on the account. The husband is not listed as an AU on the account.
LIABLE
(Civil issue)
You can clear a Fraud Block that is more than ___ days old without the customer being in the store. (Non Work order review)
30 Days
What department do we transfer a Victim of Sim Swap to get their device fixed?
Mobile Repair or Mobile Activation
What does a customer need to create on their account before an ID can be uploaded?
Online Profile (CIMT)
Who can complete an account resecure?
Double Points if you can name more than one.
Account Holder only.
BONUS: POA as AU or Once verify AH then they can designate someone to talk to you.
AH received a call about a discount, states the device was returned VIA UPS. Upon review ID was scanned for the order.
Liable
What system(s) would be used for a fraud block caller?
CSG and Lexis Nexis
(Agent OS as a 3rd system)
******DAILY DOUBLE *******
What may be some Key phrases a customer may say to indicate SIM SWAP Fraud? (Name 2)
Phone in SOS Mode
Bank account has been compromised
Email/Text "SIM SWAP transferred to new device"
Unable to make calls or send text messages
I have been hacked
New device/line was added to my account
Why would an IDA (ID SCAN) show failed in UCM? (Name 2)
Info on the ID does not match exactly to the order/account.
ID could be damaged, shadows, or glares.
ID could have failed in CATFISH as well.
ID could be expired.
During the account resecure process what are the security features that are offered as part of the resecure process.
Advised about Voice ID and Account Fraud Protection
AH receives a call about their recently placed order. Caller advised AH to send the device back to Spectrum due to it being a refurbished phone.
Liable
What Proof of Residence can be used to clear a Fraud Block? (Name 3)
DL (Non Expired) if address matches the account
Utility Bill (Gas, Water, Lights)
Lease
Bank Statement (w/in last 30 days)
Auto Insurance
Renters Insurance
What are the steps to complete on a call that is a confirmed fraud SIM SWAP? (List all steps)
RESECURE
CHECK FOR INTL/ROAMING USAGE
SUBMIT CREDIT TICKET IF NEEDED
TRANSFER TO MOBILE REPAIR/ACTIVATIONS
In FIT, in the disposition selection box for Fraud Found, what options are available? When would you use each option?
Yes - Fraud found
No - No fraud found
Waiting for DOCs - requesting additional information
Issue with Ticket - NOT in UCM and AGENT OS (unable to find order)
Would you request an account lock to be placed on an account when doing a resecure without the customer on the line?
NO
Account lock would only be requested for BYOD/International FIT Tickets
AH calls due to Retail order. Review of the account shows an AU was added to the account and the AU does not tie to the AH. Retail store is not in the AH location.
Not Liable
(delegate fraud)