Access Card Fraud
True or false: FLP handles all fraud claims including APX transactions?
False. Easyline handles APX claims
What is the auto text message we put on PRM when non-digital transactions have been confirmed legitimate.
Select "Activity verified/NO Fraud/Card reinstated" from Auto Text box and click Remove Block OK. // IG0a - Blck removed
How does PRM refer to an acs card?
Dimension id
Where can i find customer number for Fico?
CIF ERAC
Where can i find cx certapay ID if it's not on gateway?
PRM, FICO, HOST
True or false: Cx cannot submit a claim for any transactions being reported after 90 days.
False. TD only investigates Access Card fraud transactions within 90 days of the transaction date, but this claim will still be reviewed on a Best-Efforts Basis.
If cx is calling about a digital trx confirmed legitimate and there's no point of compromise, which system will i use to unblock the card?
Fico
Cx is not sure if the login that's flagged is legitimate or fraud. How can Specialist Adriana probe the customer more?
Providing device, service provider, verifying the IP address.
How can specialist Shanel know if an alert is open?
there's an alert in blue. Hyperlink
How can specialist Pooja identify if cx is on the block list?
It will be next to the email/phone number?
Is all electronic fraud considered an account takeover?
All Electronic Fraud when being reported as either Fraud or Scam is to be considered an Account Takeover.
True or false: if cx Roupen is calling to report mixed transactions confirmed not fraud, specialist Rose is supposed to action the block removal through PRM.
False. Rose should remove the block through FICO
How can Specialist Greg identify which transaction was flagged on PRM?
Flagged trx are coded yellow
True or false: When specialist Michelle is dispositioning an alert as fraud she should always use "Block Customer Profile and Exit Customer" to complete the step.
False
Can specialist Cassandra confirm an emt sent to ''Crypto@crypto.com'' as legitimate.
No
What steps are required to take if cx is reporting a lost or stolen acs card?
Update card status to L (lost) or S (stolen) through ACS MSTAT screen.
Lodge A01 MCOM indicating the customer had their Access card lost/stolen and to use caution transacting on the profile.
1-yr A01 MCOM:
"CUSTOMER ACS lost/stolen proceed with caution"
ACS is on depo and there's an mcom stating ''cx to call lp''. Cx Babak confirmed flagged WALA trx as legit. Should specialist Joyson create a manual alert if a WALA transactions flagged in PRM was confirmed legitimate? Which pathway Joyson should follow?
No, Joyson should action the block in prm as its a non digital trx. Access card no fraud- Non digital transactions confirmed legitimate.
True or false: Cx Adrian is calling to report an electronic trx as fraud, agent Maureen should tag it as account takeover on PRM.
False it's referral to ID Theft
How can specialist Armando tell if there's active alerts on fico without opening fico?
MCOM will state ''ALERTS EXIST ON FICO''
Where can specialist Adrianna leave a note for an emt cancelled on cx's behalf?
FICO
Please name 3 things to verify to check if there are any red flags?
1- The customer recently updated their password reset
2- The customer updated their address, phone number or email in the 60 days?
3- The customer had a block recently removed within the last 72 hours/3 days?
Which Host screen will i verify to check if there's ANY holds on cx James chequing account? what am i selecting?
CPA MENUC C 4F
Cx Daniel is requesting to place an ICE on his acs, what auto-text should specialist Aref select and what details should be noted on prm?
Select Auto Text TW75; enter exact travel dates and full country/countries or country code.
Customer Eliel confirmed digital fraud on his acs card, what code should specialist Sara select if there's no loss?
EA01a - ACS Compromised - CUSTOMER Obtain New CRD/PIN
What are my next steps if an emt has been cancelled for over 3 days and the money has not returned?
If an Interac e-Transfer transaction was cancelled, but the funds have not been returned to the customer's account after 2 business days, send an email to TD.CentralServiceCore4984@td.com (CC: td.cardfraud@td.com) with the subject "Cancelled EMT/Not returned" and all the transfer details to request the e-Transfer funds be deposited