FDR
What screen in FDR shows the authorized user?
ANS
What POS entry mode is a key/swipe I?
POS 05
Where would you find account notes?
Memos
What should the current balance & balance to recover be before starting an investigation?
$0.00
What command in FDR brings you to the newest account number?
CBX (enter, enter)
True or false, the AVS code would be found on the ACCT VERIFICATION description line.
True
Where would you find the cardholder's phone numbers?
Contact Information
What’s the only letter you will not see in First Track or in the LTR screen of FDR?
UCCF
What screen can you find the ch ANI/phone number if not listed in the notes?
NM EP
What PI Type Codes are for card present transactions?
06 & 08
To make an outbound call to the cardholder, what is the first step you take in Agent Portal?
Use Genesys
What letter would you send if the cardholder received a full merchant credit & no provisional credits had been issued?
Letter 474- RES: Merchant Credit
What transactions does the CDA screen show?
Houses the transactions that are not yet posted on the statement
What does AVS X mean?
Full address was verified
X- Address and 9 digit zip code match
If a payment was made through IVR, how was the payment processed?
Automated phone system
What are 3 actions that require an adjustment to be made?
ACK: ACK: Fraud Trans Defined- Generic
INV: Reverse Provisional Credit-Purchase
INV: Reverse Merchant Credit
INV: Reverse Provisional Credit-Cash
How would you navigate FDR to find the ECOM indicator for a transaction?
CSS, CDE (line #), F2 , F8
When a pin number is verified for an ATM withdrawal, what is the PIN Ver Code?
V
Where can you see if a cardholder enrolled in email or mobile alerts?
Electronic Communications (within Web & Apps)
True or False, If the cardholder received a merchant credit, but a chargeback was completed you should set the merchant credit to Fraud and rebill the cardholder.
False