Types of Fraud
Fraudsters use an individual’s personal data such as address, birthdate, social security number, and credit history to acquire wireless services, credit cards, mortgages, or other accounts in the individual’s name.
What is Identity Fraud?
When a customer is calling in to have an order released, you would use this decision engine
Decision Engine-Equipment/SIM/Accessory orders
True or False: When the DDIA results for a customer's order indicates PASS, I should continue to perform a thorough review of the ID by using the ID Checking Guide?
TRUE
Who is the iconic cartoon character known for his catchphrase, "What's up, Doc?"
Bugs Bunny
If John has 5 apples and gives 2 to Mary, how many apples does John have left?
What is 3 apples?
Canceled notifications or negative file orders fraud occurs when the Identity Fraud Detection System (IFD) flags and cancels shipment on potential equipment fraud orders.
What is Equipment/Cancelled Order Fraud?
What Decision Engine should be utilized if a customer calls in due to a credit application being on hold?
Decision Engine-Retail-Credit Application
True or False: In the event an order is re-decision to "Not Fraud", the fraud agent should change the port indicator to N?
FALSE
Which cartoon character lives in a pineapple under the sea?
Who is Spongebob Squarepants?
If a pizza is divided into 8 equal slices and 3 slices are eaten, how many slices are left?
What is 5 slices?
Defines the impersonation of others to try to obtain information that would otherwise be inaccessible
What is Social Engineering?
A Customer calls in due to a lock on their account (FVI), which Decision Engine will help with this?
In order to send a SMS to customer before I place an outbound call, I should navigate to the _______ tab in ACSS
SERVICE VIEW
Which mischievous character is constantly plotting to steal Jerry's cheese?
Who is Tom (from Tom and Jerry)?
If a train travels at a speed of 60 miles per hour for 3 hours, how far does it travel?
What is 180 miles?
Designed to steal information by creating a false sense of urgency. Criminals attempt to con individuals into providing personal information such as credit card numbers, passwords, account data, or other valuable information through fraudulent emails, text messages, letters, and sometimes phone calls which are masked or manipulated to appear as if they are originating from legitimate businesses.
What is Phishing?
While verifying a customer the Representative states “Ms. Smith I see your password is the same as the last four of your SSN. I would suggest changing your password immediately.” what type of violation is this?
CPNI/SPI Violations
After completing employee-to-employee verification, you should always try to assist one of the following departments:
A. Sales
B. Retail
C. Care
D. All of the Above
ALL OF THE ABOVE
Which character is a yellow, cylindrical shape and loves to eat dots and fruit?
Who is Pac-Man?
If a box contains 24 candies and 6 candies are taken out, what percentage of candies remains in the box?
What is 75%?
Fraudulent calls placed by non-billable Verizon MIN/Device ID combinations on either our network or the networks of our roaming partners
What is Network Fraud (Cloning)?
While on the phone, the customer indicates he is on vacation, so the representative states “You probably have a lot of fun things planned! I’ll only need a couple of more minutes so you can get back to enjoying your vacation!” This an example of which of the Five Keys to Powerful Solutions?
Connect!!
True or False: You should review all background information such as a referral type, notes, ACSS remarks, and ENFORCE account/order/application activity to determine the purpose of the referral form submission.
TRUE
Which cartoon character is a blue hedgehog known for his super speed?
Who is Sonic the Hedgehog?
If a box contains 5 red marbles, 4 blue marbles, and 6 green marbles, what is the probability of drawing a red marble from the box?
What is 5/15 or 1/3?