Security Attempts
What happens to failed security attempts at midnight local time?
Failed security attempts fall off at midnight local time.
What should you do if the phone number was changed in the last 30 days?
Only call the phone number not changed in the last 30 days, if listed. Otherwise, do not attempt an outbound ca
How many outbound calls are made after each failed security attempt?
One outbound call will be made after each failed security attempt as long as the phone number has not changed in the last 30 days.
What should you do after the first failed security attempt?
Take the Failed Security action and modify it to state what item failed
What should you do if the caller fails security on an account with an L, U, or C status?
Take the Failed Security Already Statused action.
Three failed security attempts are allowed per day before it counts towards the FDWC total failures.
Making an outbound call on a new account that has been opened for less than 30 days is required
What is required when making an outbound call on a new account opened for less than 30 days?
Making an outbound call on a new account that has been opened for less than 30 days is required.
What should you do if the cardholder verifies the activity as valid on the second call?
"I see that someone called regarding your account. Since it was not you, someone may be attempting to gain access to your account. For the protection of your account, we can review the recent activity, and I will process a report and close down your card."
What should you memo for failed Aided Recall transactions?
Memo the merchant’s name, date, and amount.
What should you do if the cardholder did not call in but someone else did?
Take the Failed Security Already Statused action.
What should you not tell the caller regarding failed security?
Do not tell the caller what security item(s) they failed
What action should be taken if the cardholder does not answer the outbound call?
It is OK to leave a message at each attempt.
What should you do if the cardholder confirms fraud on the third call?
Complete the Lost/Stolen repor
What action should be taken if the caller fails security multiple times in a day?
Take the Inbound Reviewed Account action and modify it to state: failed security multiple times, referred to FI.
What should you do if the cardholder confirms fraudulent activity on the card?
Complete a Lost/Stolen report and submit a Possible Fraudster form.
What action should be taken if the caller fails security on an account with an L, U, or C status?
Take the Failed Security Already Statused action
What script should be used if the cardholder did not call in?
"I see that someone called regarding your account. Since it was not you, someone may be attempting to gain access to your account. For the protection of your account, we can review the recent activity, and I will process a report and close down your card."
What action should be taken if the cardholder fails security three times in one day?
Advise the caller that you do not have access to the account and that they would need to contact Cardholder Services for further assistance.
What should you do if the cardholder passes security on the second call after failing once?
Work the account as normal.
What should you do if the cardholder fails security twice in one day and passes on the third call?
Proceed with verifying activity and refer the CH to Cardholder Services to have the block removed, unless fraud has been confirmed.
What should you do if the caller fails security on an account with an L, U, or C status placed by the financial institution?
Take the Failed Security Already Statused action to avoid changing the L, U, or C status back to A status.
What should you do if the phone number has not changed in the last 30 days?
Make the outbound call and proceed to step 3.
What should you do if the cardholder does not answer the outbound call?
It is OK to leave a message at each attempt.
What should you do if the caller fails security multiple times in one day?
Take the Failed Security Already Statused action to avoid changing the L, U, or C status back to A status.
What should you do if the cardholder confirms fraudulent activity on the card?
Complete a Lost/Stolen report and submit a Possible Fraudster form.