Authentication
Procedure for LP Rep when customer fails authentication
what is, RO take over call and off- grid
what is: access card - no fraud
A customer is in acute need of funds due to a fraud loss on the account and cannot wait for the claim to be processed.
what is: SPS TOPS
earns 3 points per $1
what is: first class travel card
what is, outside calling hours, VM full or no VM available
Check each fraud transaction from Txns - Summary tab and click on Mark Fraud icon on PRM
Advise agent to submit a regular DPM only, no account takeover required as customer intended to send the EMT
what is: Intercepted EMT
Earn 1.5 points for every $1 you charge to your Card on eligible gas, grocery and Air Canada purchases
what is: aeroplan infinite
MCOM's referencing "CTI Only
what is: The customer must successfully pass Phone Code authentication in addition to VoicePrint when possible
scheduled and unscheduled system outages unless otherwise notified.
what is: system downtime procedure
In PRM cross reference (Autotext 52) recipient and sender access card numbers
what is: TD to TD EMT fraud
what is: aeroplan infinite privilege
a time when you do not need to authenticate a customer
what is: if they are asking general questions
Fraudulent address/phone number maintenance
what is: account takeover procedure
Go to MSFS screen
what is: removing a WBY block
qualify for 9.99% intesrest
what is: new reward visa card
High Risk -Customer has passed one Cat A but there are no more Cat A's to ask, customer can pass authentication by correctly answering 2 Cat B's
what is: alternative questions can be used during authentication
Go to MPTI and lodge a TWL7 on the credit card.
what is: credit card, fraudulent application
This is a high risk activity and should only be completed when no other options are available. Only RO's should complete this activity- Customer must be traveling outside of Canada, Customer must be high risk authenticated. If high risk was not completed at the beginning of the call an additional high risk A must be asked
what is: two step verification reset
CDOA
what is: Credit Decline Override Authority