Row 1
what education should we give the customer before ending the call?
OTP education and card and app timescales
what does the E stand for in Texas? (Explain what?)
Explain to the customer how the information they have provided will be used
what block code relates to a DNA?
A15
What is the A18 blcok code used for?
ACTO
What is the FIT Matrix used for?
To determine the risk factor of the customer (low, medium or high risk)
What is enhanced security?
Security questions setup to prevent ACTO (Not account related questions)
what is the difference between an unrecognised transaction and an unauthorised transaction?
an unrecognisd transaction relates to fraud and that the customer has never used this merchant before, unauthorised would relate to a dispute and the customer most likely used the merchant in the past
First party fraud
On which system can we see the different devices that the customer has registered the mobile app on?
FIT Tool
On which system do we find more infomation about the merchant?
Transpuller
If you suspect ACTO has occurred on an account what should you do?
Apply A18 and Submit FRS
If you are raising a fraud claim and based on the customers answers, it shows this is a dispute and not fraud what should you do?
Cancel the fraud claim and transferto FLC to raise a Dispute
When updating Falcon for a Genuine Transaction what options do we select?
Confirmed- Not Fraud and Set Anti-Refer
Two of the biggest red flags for ACTO?
Multiple IVR attempts and willing to fail the password to do add sec and change the password
what is VSPS used for?
When there is a recurring transaction on the account that the customer wants stopped, we can submit a VSPS to stop the merchant from taking from the account
What is the famous tactic used by scammers when they approach customers?
Social Engineering
What is POI, POA and POE
Proof of Identity
Proof of Address
Proof of Employment
What is Adeptra?
Our system used for communications for Falcon, like gen/non-gen SMS's
What is the A15 block used for?
DNA cases
When a customer confirms transaction is Non-Genuine what should you do?
Ask SCAM/ACTO questions
Remove tokens
Complete L/S
Update Falcon as Fraud
Raise fraud claim
what is the A17 block used for?
Digital Wallet block
Name the different ACTO cash outs
Mobile app
Money Transfer
Digital wallet
Card Re-issue
Falcon block removals
CS transfer Cust, A02 block on account, notes advised block removed and another block applied. Customer advise trans is genuine. What do you do?
Go to Knowledge tree, search A02 block and transfer to CS to contact FC and CT via email. (Financial crime)
What happens if a customer passes ID&V and fails Enhanced security?
You should apply A18 and submit FRS for ACTO
Different Types of FRS
Gen DNR
Customer Callbacks
DNA
ACTO
Unauthorised Account Activity
Unrecognised Balance transfers