Fraud Call Center

TOOLS

100

The site code for FWI

MCHCTR

200

C3 screen where we can review memos

IAED

300

What does FWI mean?

First Watch Intelligence

400

C3 Screen where you can get the ARN

IAGI

500

What tool can you use to send OTP if FWI is down/not working?

TARA/CAT

CW/TW

100

CW33 is used when...

Customer is unsure if activity is fraud and wants to call back

Undetermined charges

200

Third Party calls to report card found

CW25

300

Customer is still experiencing declines even after adding approval zone

CW05

400

Caller failed verification

cw24

500

Clearance Progression

CW16

CW16 + CZ

CW16 + CZ + CW05

Loss Types

100

Card was removed from customer's possession, resulting possibly from robbery, burglary, or theft from vehicle or other intentional criminal acts

STOLEN

200

New, replacement or additional card is sent to customer through mail and someone, other than customer, intercepts it. Card was never received.

NON-RECEIPT/NRI

300

Plastic manufactured by perpetrator from raw materials and / or duplication of electronically encoded data from one credit card to another genuine card

COUNTERFIET

400

When there's at least one non-monetary change

Account Takeover / ATO

500

When customer's information is compromised, but perpetrator created new account rather than taking over an existing account

Fraudulent Application / FRAPP

Authority Levels

100

TRUE of FALSE

AU can make profile changes on the account

FALSE

200

Responsible for all purchases made on account, including those made by authorized user cards

Primary and secondary customer (PCM / SCM)

300

Name all the users of an account

PCM

SCM

AUTHORIZED USER

NON-AUTHORIZED USER

400

Type of card member who can clear card if compromised and card needs closure.

NONE

500

Card member/s who can request for delayed closure to temporarily use the old card after being replaced.

PCM, SCM, and AU

VERIFICATION

100

Verification used to replace MMN

Password

200

A verification code that the customer can fin at the back of the physical card

CVV

300

Verification questions that do not relate to the true customer

False Aided

400

Verification that can only be used for customers who have multiple chase accounts

Cross Product Verification

500

Name the 5 types of high risk verification

OTP, OBCB, Aided Recall, False Aided, Cross product