Fraud

Soft skills

100

what is the call flow

greeting

empathy

acknowledgement 

verification

assistance

offer additional assistance

closing

200

Angry customer how do you deal with them 

a-apologize

s- sympathize and empathize

a- accept responsibility

p- prepare to help

300

what is active listening 

when speaking with a customer is to ensure that his/her needs are all met without needing to repeat the information. 

400

Customers are typically not angry with you they are what

they are upset with the situation and want it fixed

500

Jargon canbe use on the call. Slang as well is used.

is this true or false

false

bank card 101

100

What card begins with a 4?

visa

200

What card begins with a 5?

Mastercard

300

what is Contactless payment

 a secure method for consumers to purchase products or services using a debit, credit, or smartcard—also known as a chip card—by using RFID technology or near-field communication (NFC)

400

what is the cvv 

the three digit security code on the back of the card.

500

A Sales draft is what 

a record used to document that goods/ services were purchased

external fraud

100

ICE

   I- Identify the red flags that will likely indicate that you are dealing with a suspicious caller

  C- Collaborate with Supervisor if unsure review the account with your leadership for guidance and a second look.

E- Escalate to the TMS first party fraud team for a deeper dive and resolution 

200

What are red flags for fraud app?

• Voice is muffled or sounds distorted  
• Delay in verification
• Failing key parts of verification

300

how do fraud happen?

• Fraudster gathers information     to pass verification. Call may appear normal and innocent
• Inbound calls with muffled     voices and delayed responses to verification questions 
• Fraudster gathers enough     information to take over the account

400

What is bust out fraud 

when a true cardholder applies for an account, quickly spends up the credit limit, and sometimes will make payments. Ultimately, the payments return as NSF, the cardholder never makes legitimate payments, and it becomes a collections issue

500

If cardholder cannot verify CVV because the card is damaged or he/she cannot read the number, this is a flag. Advise the cardholder to do one of the following:

• The cardholder can go into the branch with a valid photo ID (if applicable). 
• We will escalate the account, the cardholder will receive a phone call back regarding the account within 24–48 hours, and forward the account to the [e-mail].

internal fraud

100

Remember to C.A.R.E

• CAUTIOUS 
• AWARE 
• RESPONSIVE 
• EVALUATE

200

What is logical security?

Consists of software safeguards for and organization's systems, including user identification and password access, authentication, access rights and authority levels 

300

What is computer theft

 is any person who uses a computer or computer network with knowledge that such use is without authority and with the intention of obtaining property by any deceitful means or artful practice.

400

What is internal breach?

is an event in which sensitive personal information is compromised

500

Corporate security policy information holds one of three high level classification 

Restricted data, confidential data, and public data

fun

100

who wrote to kill a mockingbird?

harper lee

200

who played the new mufasa?

aaron pierre

300

who wrote sonnet 13?

William Shakespeare

400

who wrote i know why the caged bird sings?

MAYA AMGELOU

500

Who wrote dreamed deferred 

Langston Hughes